Latest articles from ISG

Discover, Improve, Remove: The Trifecta for Your Contact Center

By Wayne Butterfield

Configuring best-of-breed intelligent automation to do what it does best in the contact center can provide ROI in weeks and months – not years.

Categories: Consulting Robotic Process Automation (RPA)

From Digital Native to Digital Naiveté

By Iain Fisher

This e-book describes the steps that enterprises should take to ensure they can move to a flexible working model.

Categories: Consulting

Die Karten werden durchgemischt

By Johanna von Geyr

86 Prozent der Versicherungsunternehmen in Europa erwarten, dass sich das Kundenverhalten nach der COVID-19-Krise verändern wird – zum Teil sogar grundlegend.

COVID-19 Takes Its Toll on Global Sourcing Market in Q2

By Steve Hall

Annual contract value (ACV) for the global combined market (managed services and as-a-service sourcing) dropped 5 percent this quarter, to $13.2 billion, due to a 16 percent decline in managed services.

Categories: Research

Automating @ Scale

By Chip Wagner

Realizing the true promise of automation requires a wholistic and disciplined approach that empowers teams to embrace automation and even become automation evangelists.

Categories: Consulting Robotic Process Automation (RPA)

Your Captive Service Center Survived the First 100 Days of the Pandemic. Now What?

By Scott Furlong

To respond to a crisis of this size, companies need deep logistical and operational expertise on delivering services globally.

Categories: Business Advisory Services Consulting

How to Think about Zero-Charge Transitions

By Pamela Shoaf

Enterprise IT organizations should carefully evaluate zero-charge transitions in the context of the overall bid as this structure can result in a higher total contract cost.

Categories: Consulting

Embracing a Banking Ecosystem to Transform and Innovate

By Owen Wheatley Sagnik Biswas Aparna Gajanan Paul Reynolds

Read the ISG paper to learn more about the factors that impact the banking industry and how banks can leverage ecosystem partnerships to survive in this constantly changing competitive environment.

Categories: Banking & Financial Services Consulting

British Aerospace Industry Looks to Innovation in Face of Pandemic

By Avimanyu Basu

The COVID-19 pandemic has taken its toll across sectors, with the aerospace industry feeling the impact especially hard.

Categories: Aerospace and Defense ISG Provider Lens™ Research

Future-proofing Your Shared Services Operations

By Scott Furlong

The economic uncertainty caused by the COVID-19 pandemic is making many enterprises question the logic of owning a captive service delivery center for non-core business activities, namely IT, F&A, procurement, HR and engineering.

Categories: Business Advisory Services Consulting

ISG Digital Dish Episode 3: Know Thyself

By Lois Coatney Julie Fernandez Jeanne Cuff Tammie Pinkston

Developing leadership capability through self-awareness

Categories: Podcasts

Executive Order Suspends H-1B Visas Through 2020

By Mrinal Rai Stanton Jones

The decision to suspend H-1B visas is something the IT industry in India has been expecting for the last couple of months.

Categories: Research

Leadership in a Pandemic Reality, Part Two: Leading with Vision

By Tammie Pinkston

ISG helps companies and their leaders embrace change, communicate organizational plans even as they are evolving and inspire others to adopt and support transformation from within.

Categories: Consulting Organizational Change Management

Comparing Automation Anywhere Tools: The Difference Six Months Can Make in an Emerging Market

By Dr. Linda Delbridge

In A2019, Automation Anywhere has rebuilt its software from the ground up to deliver a purely web-based intelligent automation experience with enterprise-grade privacy, security, governance, compliance and control.

Categories: Consulting Robotic Process Automation (RPA)

HR-Payroll Consolidation in Asia-Pacific: Ceridian, Excelity and the Year of the Rat

By Julie Fernandez

An uptick in M&A due diligence performed on APAC companies was registered in May, which is precisely when leading HR software and payroll provider Ceridian announced its intent to acquire regional payroll provider Excelity Global (Excelity).

Categories: Consulting HR Technology & Transformation

Insurance Firm Transforms with Automation

ISG helps a leading insurance firm introduce and scale RPA company-wide.

Categories: Insurance

Creation of Largest US Insurance TPA Deal

An insurance company outsources virtually all legacy platforms and business processes, and launches a future-oriented digital platform

Categories: Insurance

Insurance Operations Delivery Transformation

ISG helped an insurance carrier optimize their Service Delivery Model.

Categories: Insurance

Airbus’ Realigned Strategy Can Be the Best Response to the European Aerospace Industry’s Distress Signal

By Avimanyu Basu

Airbus needs to align its strategy with the fluctuating dynamics of the aviation industry dictated by the economic, political and social impacts of the COVID-19 pandemic.

Categories: Aerospace and Defense Research

A Game of Risk: Managing Third-Party Relationships

By Eleanor Winn

Effectively managing multiple third-party suppliers means building risk management into the contracts, continually evaluating the suppliers’ work and assigning resources in proportion to the risk a supplier represents.

Categories: Third Party Management Third-Party Risk Management