ISG Provider Lens^®

Namratha Dharshan leads Global Content for Services within the ISG Provider Lens® program, bringing more than 22 years of extensive research experience with a focus on BPO, GCC, AI and Analytics and CX. The ISG Provider Lens® program is designed to deliver research on service provider intelligence. As part of her role, Namratha directs a global team of analysts and is responsible for content delivery of more than 50 Provider Lens® research reports. She is also a principal analyst, authoring thought leadership and service provider intelligence reports with a strong emphasis on BPO, particularly CX and contact center services, and GCC. Her portfolio also includes horizontal service line reports such as finance and accounting and industry-specific reports for insurance. In addition to her research leadership, Namratha is a member of the Senior Leadership Council for India Research, representing ISG’s India-based team of over 120 research professionals. She is also a co-speaker on ISG’s flagship quarterly ISG Index call, offering insights into the health of the outsourcing industry, with a focus on BPO and GCC. 

At ISG, Namratha is the product owner of the Star of Excellence program, an initiative that analyzes enterprise feedback on providers. The CX program recognizes providers that deliver exceptional experiences to enterprise clients.  

Namratha is also a strong advocate for women employees. She served for four consecutive years as a judge for ISG’s Women in Digital program and now acts as a regional sponsor. She was instrumental in launching She-Rise, an internship program for women returning to work after childbirth and freshers from college.

lain Fisher is ISG's head of industry research and market trends. With over 20 years in consulting and strategic advisory, he now leads cross-industry research across 20 markets. Iain oversees the ideation, creation and market presentation of ISG Provider Lens® studies and builds cross-industry, strategic insights delivered through executive briefings, events and roundtables. A published author of several studies and thought leadership assets, he is recognized in the market for advising leaders on how to achieve strategic advantage. 

Iain is an ISG SME on the Future of Work, CX, Sustainability, Aviation, U.K. Healthcare, Utilities and cross-industry solutioning. He develops custom market insights that reshape business models and drive new solutions and innovation.  

Beyond his research portfolio, Iain has led the streamlining of ISG Research operations, earning the Outstanding Achievement award in December 2025. He is currently leading the transformation of IPL to include ethical AI tooling. A regular keynote speaker and online presenter, Iain has authored several eBooks on these topics. 

Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the global ISG Provider Lens® program for Digital Infrastructure and Intelligent Operations and cloud- and AI-related ISV ecosystem studies. He is responsible for the strategic development and global expansion of the ISG Provider Lens® portfolio, analyst leadership and talent development across regions. 

Additionally, Henkes drives the digital and AI transformation of the global ISG Provider Lens® program and acts as a strategic liaison between ISG’s research, advisory and sourcing organizations. 

His expertise focuses on helping enterprises and technology providers translate emerging technologies into scalable business strategies, operating models and transformation initiatives. He is particularly recognized for his perspectives on cloud, AI, intelligent operations, digital sovereignty and ecosystem-driven innovation. As a keynote speaker and advisor, he regularly shares fact-based insights on how organizations can build resilient, adaptive and future-ready business foundations.

Aman Munglani is a Senior Director and Principal Analyst at ISG, leading the firm’s global custom research, ecosystems, and startup innovation agenda. With over 26 years of experience, he advises service providers, technology firms, and platform companies on strategy, positioning, and go-to-market execution. 

Aman’s work focuses on translating capabilities into differentiated, outcome-led narratives that resonate with enterprise buyers and influence decision cycles. He partners with clients on high-impact advisory and thought leadership initiatives, helping them sharpen competitive positioning, unlock new growth areas, and scale market relevance. 

He brings a practitioner-led perspective to complex transformation themes, enabling organizations to move from capability articulation to scalable, market-facing solutions.