ISG Star of Excellence CX Insights Q2 Report

This report provides a high-level analysis of the key trends impacting enterprise customer experience (CX) with technology and managed service providers. It is based on responses from over 500 enterprises and offers a data-driven view of customer satisfaction (CSAT) across six core pillars that define the CX journey. The report details the satisfaction levels of enterprises with their service providers, highlighting areas such as governance and compliance, collaboration and transparency, execution and delivery, innovation and thought leadership, people and cultural fit, and business continuity. It notes that while execution is a core strength for service providers, there are significant concerns regarding AI service pricing and the need for greater transparency. Additionally, it discusses the decline in compliance satisfaction and the challenges in maintaining business continuity amid global uncertainties. The report emphasizes the importance of proactive risk management and the need for providers to enhance their advisory capabilities.