Q1 scores from clients in most industries
have risen since last year, signaling better customer
experience, ISG Star of Excellence™ CX Insights Report
finds
Enterprise buyers of technology and business services are
significantly happier with the services they receive from the
outsourcing market than they were a year ago, a new report from
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, finds.
The ISG Star of Excellence™ CX Insights Report, a quarterly
review that sheds light on what enterprise buyers think about their
service and solution providers, shows the average enterprise
customer experience (CX) score in the first quarter rose 13
percent, to 75.7. Of the six CX pillars covered by ISG’s survey,
clients scored providers highest on “Execution and Delivery,” up 9
percent, to 76.7, while “Business Continuity and Flexibility”
improved the most, up 10 percent, to 75.5.
Cost optimization emerged as a major focus across IT contracts,
while enterprises rated the importance of “Innovation and Thought
Leadership” lower by 4 percent.
“Enterprises in all industries are looking for providers that
carry out projects and deliver support as promised under often
rapidly changing conditions,” said Heiko Henkes, ISG director and
principal analyst in charge of the study. “While most sectors rate
their experience higher than a year ago, providers have not
exceeded expectations in most areas, leaving room for
improvement.”
Both CX and importance scores for “Governance and Compliance”
declined, the report said, attributing the drop to increasing
efforts among providers to comply with changing AI regulations
worldwide. Such laws can create uncertainty when implementing
AI-based changes in enterprise applications and are likely to cause
fluctuations in CX for the foreseeable future.
In addition to overall CX scores, the first-quarter report
focuses on CX scores by industries. The second-quarter report will
highlight scores by technology domain, and the third-quarter report
on scores by geographic region. The fourth-quarter report will
provide an annual analysis.
CX Scores by Industry
CX scores varied significantly across industries. Power and
utilities enterprises gave the highest average CX score, at 83.8,
recognizing providers for their ability to maintain cybersecurity
and comply with regulations. Across all six pillars, power and
utilities clients said their CX exceeded expectations.
Scores by business services companies rose most steeply from a
year ago, up 20 percent, the report says. Companies in this
vertical gave especially high scores for governance and compliance,
defying the overall downward trend of scores in this area. Retail
enterprises raised their ratings of providers by 18 percent,
emphasizing collaboration and transparency and execution and
delivery, in line with overall trends.
Oil and gas companies gave the lowest average score, at 67.9,
rating CX across all pillars as needing improvement. CX scores in
the public sector declined the most, falling by 17 percent.
Business services and power and utilities were the only
industries that recognized providers as exceeding expectations
across most or all CX pillars. In other industries, scores across
most pillars showed CX met expectations, and in other cases needed
improvement.
The report also examines other findings by industry, including
comparisons across regions and provider types for sets of related
industries, such as chemicals, oil and gas and power and
utilities.
CX Star Performers
Providers that earn the highest CX score for each service area
covered by ISG Provider Lens™ research in a given quarter are named
an ISG CX Star Performer. For the first quarter, the CX Star
Performers were Accenture (Chemicals Industry), Persistent Systems
(Digital Engineering), HCLTech (Mainframes), Bechtle (Microsoft),
PwC (Procurement), Hexaware (Salesforce), Infosys (SAP) and KPMG
(ServiceNow).
About ISG Star of Excellence™ CX Insights Research
CX scores reported in the ISG Star of Excellence™ CX Insights
Report represent the weighted average of client satisfaction scores
and importance scores across six dimensions: Execution and
Delivery, Governance and Compliance, Collaboration and
Transparency, Innovation and Thought Leadership, People and
Cultural Fit, and Business Continuity and Flexibility.
Through ISG’s continuous Voice of the Customer survey research,
customers are asked to rate the importance of each of the six
dimensions and then rate their service provider/vendor on each, on
a scale of 1-100. CX scores are also generated across industries,
regions and technology domains and for each service
provider/vendor.
ISG Star of Excellence™ CX Insights scores are an integral part
of the provider assessments offered by ISG Provider Lens™ research,
the only service provider evaluation of its kind to combine
empirical, data-driven research and market analysis with the
real-world experience and observations of ISG's global advisory
team.
The 1Q 2024 ISG Star of Excellence™ CX Insights Report is
available as a free download from this webpage, with more detailed
findings, including by provider, available by contacting ISG.
Enterprises who wish to participate in the ISG Voice of the
Customer survey research can begin the process by visiting this
website. Providers also can nominate their customers to
participate.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI and automation, cloud and data analytics; sourcing
advisory; managed governance and risk services; network carrier
services; strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240429655452/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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