ISG Star of Excellence™ CX Insights 2Q23

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Rohan Thomas

Rohan Thomas

Mrinal Rai

Mrinal Rai

Heiko Henkes

Heiko Henkes

The second quarter CX Insights report for 2023 analyzes enterprise CX for different technology services and factors influencing enterprise buyers’ perception about their IT and business services providers. The ISG CX Insights report is the only research series of its kind based on continuous feedback from enterprise customers gathered through ISG’s ongoing Voice of the Customer survey.

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.

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About the authors

Rohan Thomas

Rohan Thomas

Rohan Thomas has nearly a decade’s worth of knowledge expertise in the realms of ICT, which include telecommunications, data centers, and networks and application performance management. At ISG, Rohan is the lead analyst for ISG Provider Lens™, leading research activities and benchmarking exercises pertaining to the regional adoption of digital infrastructure such as private/hybrid cloud. He has a Bachelor’s degree in Mechanical Engineering from Visveswaraya Technological University and a Master’s degree in Computer Aided Design and Manufacturing from Vellore Institute of Technology.
Mrinal Rai

Mrinal Rai

Mrinal Rai is Assistant Director and Principal Analyst at ISG and leads research for the future of work and enterprise customer experience. His expertise is in the digital workplace, emerging technologies and the global IT outsourcing industry. He covers key areas around the Workplace and End User computing domain, viz., modernizing workplace, Enterprise mobility, BYOD, DEX, VDI, managed workplace services, service desk and modernizing IT architecture. He also focuses on unified communications collaboration as a service, enterprise social software, content collaboration, team collaboration, employee experience and productivity services and solutions. He has been with ISG for 10+ years and has 16+ years of industry experience. Mrinal works with ISG advisors and clients in engagements related to the digital workplace, unified communications and service desk. He also leads the ISG Star of ExcellenceTM program that tracks and analyzes enterprise customer experience in the technology industry and authors quarterly ISG CX Index reports. He is also the ISG’s official media spokesperson in India.
Heiko Henkes

Heiko Henkes

Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the Global ISG Provider Lens™ (IPL) Program for all IT Outsourcing (ITO) studies alongside his pivotal role in the global IPL division as strategic program manager and thought leader for IPL Lead Analysts. Additionally, Henkes heads the Star of Excellence, ISG's global customer experience initiative, steering program design and its integration with IPL and ISG’s sourcing practice. His expertise lies in guiding companies through IT-based business model transformations, leveraging his deep understanding of continuous transformation, IT competencies, sustainable business strategies, and change management in a Cloud-AI-driven business landscape. Henkes is renowned for his contributions as a keynote speaker on digital innovation, where he shares insights on leveraging technology for business growth and transformation.

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