U.S. Enterprises Look to Improve Customer Journey
January 15 2020 - 11:57AM
U.S. enterprises are looking for service providers to help them
enhance and improve the customer journey in a market filled with
increasingly sophisticated buyers, according to a new report
published today by Information Services Group (ISG) (Nasdaq: III),
a leading global technology research and advisory firm.
The 2019-2020 ISG Provider Lens™ Digital Business
Solutions and Service Partners Report for the U.S. says creating a
world-class customer journey requires superior expertise,
technology and execution, especially in the U.S., the world’s
largest consumer market. U.S. consumers expect nothing less than an
optimum customer experience.
In response, IT service providers have acquired digital agencies
with studios and experience labs in the U.S., to enhance their
ability to serve the most relevant brands in the market.
“Customer experience is a prominent point of discussion for
every U.S. business in all vertical markets,” said Jan Erik Aase,
director and global leader, ISG Provider Lens Research.
“Enterprises seek the ability to leverage technology to drive
customer decisions toward the desired action.”
By understanding customer behaviors, leading companies can
design an interaction path that influences the customer decision to
buy or commit to a brand, the report says. Customer journey service
providers can help U.S. enterprises increase sales and reduce
churn.
The report evaluates providers of digital product lifecycle
services, including ideation, creation and continuous delivery of
updates to improve functionality and performance. Providers are
offering more robust DevOps-based automation to enable continuous
delivery and assure the quality of product updates, the report
says. Providers are also focused on API-based services that
allowing the creation, testing and maintenance of digital products
outside of legacy applications.
The report also notes an increase in the number of service
providers offering blockchain-related products. The blockchain
market generates only small revenues at this point, with relatively
high monthly costs possibly hindering adoption among mid-sized
enterprises. Many providers are replacing blockchain projects with
more generic distributed ledger technologies, which can be easier
to implement than blockchain.
The 2020 ISG Provider Lens™ Digital Business Solutions
and Service Partners Report for the U.S. evaluates the capabilities
of 39 providers across seven quadrants: Customer Journey Services,
Digital Product Lifecyle Services – Midmarket, Digital Product
Lifecycle Services – Large Accounts, Digital Backbone Managed
Services – Midmarket, Digital Backbone Managed Services – Large
Accounts, Blockchain Services – Emergent Providers, and Blockchain
Services – Established Providers.
The report names Accenture, Cognizant and IBM as leaders in four
quadrants, and HCL, Hexaware, Infosys, LTI, Mindtree, Mphasis and
Tech Mahindra as leaders in two. ConsenSys, EY, GlobalLogic,
Intellectsoft, Publicis Sapient, TCS and Wipro are named leaders in
one quadrant.
Customized versions of the report are available from eInfochips,
Mindtree and Zensar.
The 2019-2020 ISG Provider Lens™ Digital Business
Solutions and Service Partners Report for the U.S. is available to
ISG Insights™ subscribers or for one-time purchase on this
webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is 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.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe and Latin America, as well as in the
U.S., Germany, the U.K., the Nordics and Brazil, with
additional markets to be added in the future. For more information
about ISG Provider Lens research, please visit
this webpage.
The series is a complement to the ISG Provider Lens Archetype
reports, which offer a first-of-its-kind evaluation of providers
from the perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 clients, including more than 70 of the top
100 enterprises in the world, 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 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 1,300
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.
# # #
Will Thoretz
Information Services Group, Inc.
+1 203 517 3119
Will.Thoretz@isg-one.com
Jim Baptiste
Matter Communications for ISG
+1 978 518 4527
jbaptiste@matternow.com
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