This 2Q23 ISG CX Insights report focuses on customer experiences across different technology. Subsequent reports summarize customer experience across the entire provider landscape, viewed within the context of different geographic regions and a global annual CX report.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
About the author
Heiko Henkes
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.
