ISG to Publish Study on Digital Business Solutions, Services
10 July 2021 - 1:06AM
Business Wire
ISG Provider Lens™ report comes as many
businesses embrace new digital initiatives to better serve
customers following the COVID-19 pandemic
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, has launched a research
study examining providers of digital business solutions and
services that enhance customer experience, improve business agility
and deliver digital products.
The study results will be published in a comprehensive ISG
Provider Lens™ report, called Digital Business — Solutions and
Service Partners, scheduled to be released in November. The report
will cover providers helping companies embrace customer-centric
digital transformation and supply chain management, a trend that is
accelerating in response to the COVID-19 pandemic.
Enterprise buyers will be able to use information from the
report to evaluate their current vendor relationships, potential
new engagements and available offerings, while ISG advisors use the
information to recommend providers to the firm’s buy-side
clients.
The new report looks at ways that digital business solutions and
services providers are helping enterprises move from basic online
services to more innovative services, said Jan Erik Aase, partner
and global leader, ISG Provider Lens Research.
“Since the onset of the pandemic in early 2020, many businesses
have digitized their customer experience, specifically
brick-and-mortar stores that were inaccessible during lockdowns,”
he said. “While some moved their customer journeys to online
channels, others are creating new and innovative ways to deliver
better customer experiences by leveraging emerging technologies
across multiple channels.”
ISG has distributed surveys to more than 200 digital business
solutions and services providers as part of this study. Working in
collaboration with ISG’s global advisors, the research team will
produce six quadrants representing the services and products the
typical enterprise client is buying in the digital business space,
based on ISG’s experience working with its clients. The six
quadrants that will be covered are:
- Digital Business Consulting Services, assessing the
provider’s ability to advise clients on different facets of the
digital journey, including strategy, design, data, technology,
organizational change management, operations, digital culture and
innovation. Digital business consulting covers customer and
employee journeys, strategy and operations. These services help
enterprises build new business models by capitalizing on existing
capabilities to address a range of market opportunities.
- Digital Customer Experience Services, looking at the
ability of service providers and digital agencies to deliver
innovation that enables enterprises to build competitive
differentiation in today’s digital economy. Providers in this
quadrant should be able to provide consulting and implementation
services to improve the customer experience for their clients. This
includes customer experience design, which transforms how companies
organize marketing, sales, delivery and post-sales processes around
the customer.
- Digital Customer Experience – Omnichannel Services,
examining the ability of service providers and digital agencies to
help clients move from traditional services to omnichannel
services. The providers in this quadrant should have experience
enhancing customer experience across channels such as web, mobile
and social media.
- Digital Supply Chain Transformation Services, assessing
providers offering consulting, integration, support and managed
services for the supply chain across planning, execution and
insights. Providers should leverage a comprehensive framework or
methodology for using digital technologies such as IoT, machine
learning, AI and predictive analytics across the supply chain.
These services enable enterprise clients to optimize their entire
ecosystem of suppliers, customers, employees and third-party
partners – to mitigate risk and transform their ability to
anticipate and serve customer needs by managing the supply chain
efficiently.
- Sustainability and Decarbonization Services, examining
the ability of providers to deliver sustainability services for
their clients – either as a standalone service or as a packaged
offering for digital contracts. While the technology powering
digital transformation generates a significant carbon footprint,
digitization can also be a means to achieve sustainability and
decarbonization. These services help enterprises in their
sustainability efforts while addressing their digital
transformation initiatives.
- Blockchain Services, looking at service providers’
competencies in consulting, designing, deploying, and operating
blockchain solutions and providing services to manage these
solutions.
The report will cover the global digital business services
market and examine products and services available in the U.S.,
Germany, the U.K., Brazil, Australia and the Nordic countries. ISG
analysts Akhila Harinarayan, Kenn Walters, Craig Baty, Mauricio
Ohtani and Tarun Nathooram Vaid will serve as authors of the
report.
An archetype report will also be published as part of this
study. This report, unique to ISG, is the study of typical buyer
types of digital business services as observed by ISG advisors.
A list of identified providers and vendors and further details
on the study are available in this digital brochure. Companies not
listed as digital business solutions and services providers can
contact ISG and ask to be included in the study.
All ISG Provider Lens™ evaluations now feature new and expanded
customer experience (CX) data that measures actual enterprise
experience with specific provider services and solutions, based on
ISG’s continuous CX research. Enterprise customers wishing to share
their experience about a specific provider or vendor are encouraged
to register here to receive a personalized survey URL. Participants
will receive a copy of this report in return for their
feedback.
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, as well as in the U.S., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, 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 75 of the
world’s top 100 enterprises, 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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version on businesswire.com: https://www.businesswire.com/news/home/20210709005266/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com Erik
Arvidson, Matter Communications for ISG +1 617 755 2985
isg@matternow.com
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