ISG Star of Excellence™ CX Insights 3Q23

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Tarun Vaid

Tarun Vaid

Kiran B

Kiran B

Heiko Henkes

Heiko Henkes

The third quarter CX Insights report for 2023 analyzes enterprise CX across regions and factors influencing enterprise buyers’ perception of 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 3Q23 ISG CX Insights report focuses on customer experiences across different regions. It gives in-depth insights into what really matters the most to enterprise customers across regions and differing regional dynamics that providers must acknowledge to improve their satisfaction scores further and offer more customer-centric services. Subsequent report will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments. 

We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.

Please download the report.

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About the authors

Tarun Vaid

Tarun Vaid

Tarun Vaid is the Senior Lead Analyst covering service line such as Digital Business and SAP Ecosystem. Tarun brings in more than decade of research experience across covering areas such as enterprise application, data management, digital transformation, and SAP Services. Some of the ley research work delivered by Tarun covers tracking IT spending across enterprise application software, drafting though leadership, consulting clients on latest trend and business use cases. Additionally, he has been responsible for delivering end-to-end research projects, working along with internal stakeholders in delivering various consulting projects.
Kiran B

Kiran B

Kiran works as a Data Analyst and has a professional experience of 7+ years. He has pursued master’s in Computer Vision and has worked in multiple fields such as IT and Hospitality. He has worked on market segmentation, customer segmentation and derived insights from customer data and had used it to generate additional revenue. He is passionate about research and analysis and has done advanced exploratory data analysis. He has also worked on data science projects such as ‘Time Series Forecasting’ and ‘Natural Language Processing’ using Neural Networks, in the past. He is currently responsible for insights derivation and automating several tasks using Python.
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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