Overall customer satisfaction with providers
down slightly from last year, ISG Star of Excellence™ CX Insights
Report finds
Outsourcing deals involving AI and automation are on the rise,
even as enterprises rate their customer experience (CX) in those
technology domains lower than in others, according to a new report
from Information Services Group (ISG) (Nasdaq: III), a leading
global technology research and advisory firm.
The latest 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 AI and automation
are leading the charge for providers in winning new outsourcing
deals in 2024. Many companies consider AI and automation important
tools for improved efficiency and cost savings. However, based on
average CX scores in the second quarter, clients were less
satisfied with engagements that involved those technologies.
Generative AI (GenAI), which has generated exceptionally high
interest and expectations this year, received the lowest average CX
score of any emerging technology.
Overall satisfaction with providers in the second quarter, as
measured by the average enterprise CX score across all
technologies, industries, and regions, declined by more than 3
percent from a year earlier, to an average score of 71.5 on a scale
of 1-100.
“In the wake of global technology outages this year, customer
experience is more important than ever to enterprises when choosing
outsourcing partners,” said Heiko Henkes, ISG director and
principal analyst in charge of the study. “To succeed under these
conditions, providers need to understand the wide range of factors
that can influence a client’s satisfaction at each stage of an
engagement.”
In addition to overall CX scores, the second-quarter report
focuses on CX scores by technology domain, following on from the
first-quarter report, which examined CX scores by industry. Future
reports will spotlight CX scores by geographic region (third
quarter) and wrap up the year with an annual analysis (fourth
quarter).
CX Scores by Technology Domain
The report examines CX scores across four broad categories of
technology-based provider services: Business Process Outsourcing
(BPO), IT Outsourcing (ITO), Ecosystem (covering specific vendors)
and Emerging Technology. Customer satisfaction, the report notes,
may be influenced by how common a technology is, the complexity of
implementing it, the benefits it delivers, the availability of
talent to support it, and how proactive vendors are about
introducing it.
Enterprises gave providers the highest average score for BPO
services, at 72.9, the report shows. Marketing Technology received
the highest score within the BPO segment, with rapidly changing
consumer needs driving more companies to demand tools to
differentiate themselves. Supply chain services scored lowest, as
ongoing disruptions and macroeconomic challenges sowed
dissatisfaction with supply chains.
“While BPO engagements are trending down, enterprises continue
to give above-average CX scores to some technology-supported
services where the number of deals has declined,” Henkes said.
“Providers are meeting enterprises’ needs in areas that are crucial
to their customers’ success.”
Average CX scores for ITO were slightly lower at 71.6,
indicating that providers must improve clients’ experience when
delivering technology services, ISG says. Application development
and maintenance (ADM) engagements earned the highest average score
for ITO services as enterprises rely on ADM to achieve
cost-effective digital transformations. The lowest ITO scores were
for mainframe services, where talent shortages and a limited number
of providers have plagued these aging technologies.
Enterprises gave a lower average score (70.7) in the Ecosystem
segment, covering solutions and services related to major vendors’
technologies. Microsoft ecosystem providers scored highest in this
segment, partly thanks to the company’s wide deployment of its
Copilot AI agent across multiple industries. The lowest scores were
in the VMware ecosystem, where the acquisition of the company and
changes to its pricing plans have led to customer discontent.
Emerging Technology received the lowest average CX score (70.1)
despite some enterprises rapidly adopting AI and automation
solutions for improved efficiency and cost savings. GenAI was rated
lowest in the segment at 68.46. Companies reported better
experiences with cloud-native tools, including containers and
serverless architectures, which earned the highest score in the
segment (73.7).
The report also examines satisfaction with ITO and BPO services
by region and key industries.
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 2Q 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.
Additional perspective on the second quarter of 2024 will be
presented on the 2024 Star of Excellence™ CX Awards & Program
Update webinar on August 29.
Enterprises that 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/20240826800340/en/
Press Contacts: 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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