Press Release

U.S. Enterprises Look to Improve Customer Journey

ISG Provider Lens™ report finds U.S. consumers demanding sophisticated experiences from the companies they support

Company Release - 1/15/2020 11:56 AM ET

STAMFORD, Conn., Jan. 15, 2020 (GLOBE NEWSWIRE) -- 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 LensDigital 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 LensDigital 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 LensDigital 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.

 

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Will ThoretzInformation Services Group, Inc.
+1 203 517 3119
Will.Thoretz@isg-one.comJim BaptisteMatter Communications for ISG
+1 978 518 4527
jbaptiste@matternow.com

Source: Information Services Group, Inc.