Latest Research articles from ISG

Sitel Group: Using Speech and Text Analytics to Unlock Valuable Insights

By Amar Changulani Namratha Dharshan

Sitel Group’s contact center analytics solution called Sitel Insights provides real-time analytics and insights to help agents deliver improved customer experiences and drive better business outcomes.

Categories: Research

Global sourcing slows in Q4 from record Q3 highs, but digital demand remains robust

By Steve Hall

Perspective matters. I reminded myself of that last quarter when I saw some spectacular performances in the global sourcing market that I knew would be hard to beat.

Categories: Research

Touring DXC’s Digital Transformation Center in New Orleans

By Alex Bakker

I toured DXC’s Digital Transformation Center (DTC) in New Orleans to take a look at DXC’s next generation of innovation and development.

Categories: Research

2019 ISG Momentum® Market Trends & Insights Geography Report

By Paul Reynolds

The Momentum® 2019 Market Trends & Insights Geography Report provides an in-depth, country-by-country look at the leading markets for outsourcing service sales and locations for service delivery.

Categories: ISG Momentum® Research

HCL Technologies Delivers Enterprise Digital Workplace Services

By Ron Exler Mrinal Rai

HCL’s workplace business is growing at an impressive clip across solution areas and geographies.

Categories: Research

Stefanini Gains in Workplace & Infrastructure Services

By Ron Exler

Stefanini is a Brazilian multinational with offerings that include digital workplace services with a focus on tailoring the customer experience.

Categories: Research

Metrics That Matter – Measuring Performance Along The Automation Journey

By Amar Changulani Stanton Jones

Companies that regularly measure automation outcomes realize better business results in areas such as cost savings, data accuracy, compliance and customer experience.

Categories: Research

Enterprise Automation Capability Improves, but RPA Wall Still Looms

By Amar Changulani Tracy Lipasek

ISG continues to see growing interest from enterprises in all types of automation, not just robotic process automation (RPA), software bots that automate repetitive and rules-based tasks.

Categories: Research

Unisys Leverages Emerging Technologies and Analytics to Measure Workplace Support Experience

By Ron Exler Mrinal Rai

Unisys continues to offer strong digital workplace services, building on its long heritage with innovations in field services, IT service desk and device management.

Categories: Research

What Good Looks Like: Investing in the Enterprise-Provider Relationship

ISG Relationship360™ leverages impartial data to drive sustainable relationship changes

Categories: ISG Performex™ Research

Sociable Robots Contribute to Enhanced Passenger Experience at Airports

By Avimanyu Basu

Revenues that are not directly related to aeronautics contribute significantly to the growth of airports and the airline industry.

Categories: Research

Three Lessons from the Agile Enterprise Summit

By Blair Hanley Frank

Agile transformation requires some fairly radical changes for businesses that are used to working in a waterfall mindset.

Categories: Research

Digital Demand Remains Robust, Even as Broader Market Shows Signs of Slowing

By Steve Hall

Our 3Q19 ISG Index™ showed record global demand this last quarter for cloud-based services.

Categories: Research

2019 ISG Momentum® Market Trends & Insights Service Line Report

By Paul Reynolds

An average of nearly 10 outsourcing contracts were signed each day in the first six months of 2019, with both the ITO and BPO segments on a pace to set their single-year contract volume records.

Categories: ISG Momentum® Research

DXC Changes the Guard, Moves into Growth Phase

By Ron Exler Stanton Jones

After an extensive search process, DXC Technology’s Board of Directors has appointed Mike Salvino as President and Chief Executive Officer, effective September 11, 2019.

Categories: Research

Stelligent Acquisition Ties Mphasis Development Capabilities to AWS Transformational DevSecOps

By Jan Erik Aase

IT services company Mphasis has a unique pedigree including parent organizations EDS, HP and Blackstone and a dramatic 2018 financial turn-around story that marked its 20th year in operation.

Categories: ISG Provider Lens™ Research

HCL Strengthens its SAP Partnership with the Launch of SAP Cloud Natives Labs in London

By Akhila Harinarayan

HCL recently launched London-based SAP Cloud Natives Labs to focus on client-facing ideation, prototyping and development of new cloud-native solutions.

Categories: ISG Provider Lens™ Research

Orange Business Services Transformation – Finding the Right Strategy for a Competitive Market

By Jan Erik Aase Heiko Henkes Avimanyu Basu

Orange Business Services (Orange) has been progressing steadily from being a major French enterprise communications and related managed services provider to becoming a global player delivering end-to-end IT and integration services.

Categories: ISG Provider Lens™ Research

India Remains a Potential Sourcing Market for French-based Airbus

By Avimanyu Basu

Outsourcing has become increasingly prevalent across several segments of the commercial aviation industry, from original equipment manufacturers (OEMs) to airline operators and logistic vendors managing specific parts of the airport operations.

Categories: ISG Provider Lens™ Research Travel and Transportation

Edge Computing: The New Paradigm in IoT

By Manali De Bhaumik Monica K

Data is the core of connected systems, and service providers are focused on extracting meaningful insights from it to deliver quick action.

Categories: ISG Provider Lens™ Research