Enterprises Across the Globe Look to Improve Customer Experience
January 22 2020 - 9:00AM
Enterprises across the globe are looking for digital business
partners to help them improve customer experience while also
leveraging emerging technologies like artificial intelligence and
blockchain, 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 Global Report finds enterprises
worldwide focusing on customer experience and tools that drive
customer decisions toward desired actions. By understanding
customer behavior, enterprises can design an interaction path that
can influence the customer decision to buy or commit to a
brand.
Technology and service providers are helping enterprises enhance
their customer experience by leveraging integrated designs, digital
marketing, design thinking, artificial intelligence and machine
learning, the report says.
“With a clear focus on the customer journey, more IT service
companies are entering this market,” said Jan Erik Aase, director
and global leader, ISG Provider Lens Research. “The primary
benefits of customer journey services are increased sales and a
reduction in customer churn.”
The report also finds enterprises interested in digital product
lifecycle services, including ideation, creation and continuous
delivery of updates by improve functionality and performance.
Agility and DevOps are at the core of digital product development,
with DevOps-focused automation enabling continuous delivery and
assuring product update quality.
The report also notes an increasing use of artificial
intelligence, with AI becoming more readily available via the cloud
and adoption permeating all industries and businesses of all sizes.
The number of AI models is growing, and they are becoming more
precise in their outcomes.
Blockchain adoption, however, is growing more slowly, the report
says. The blockchain services market has attracted many service
providers, but the number of projects and experts and the amount of
revenue have not grown significantly from 2018. In many cases,
enterprises are adopting a pubic cloud blockchain platform for a
ready-to-use, pay-as-you-go, functional blockchain.
The 2019-2020 ISG Provider Lens™ Digital Business –
Solutions and Service Partners Global Report evaluates the
capabilities of 57 providers across six quadrants: Customer Journey
Services, Digital Product Lifecyle Services, Digital Backbone
Managed Services, AI as a Service, Blockchain Services and
Blockchain Platform.
The report names IBM as a leader in all six quadrants and
Accenture and Cognizant as leaders in four. Atos, Capgemini, DXC
Technology, HCL, Infosys and TCS are named leaders in two
quadrants, and Amazon, ConsenSys, ConsenSys Kaleido, EY, Google,
LTI, Microsoft, Publicis Sapient and R3 are named leaders in
one.
The 2019-2020 ISG Provider Lens™ Digital Business –
Solutions and Service Partners Global Report 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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