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According to ISG's Star of Excellence™ CX Insights Report, enterprise buyers rated their customer experience slightly higher in Q3, with the overall score increasing to 75.1 from 75.0 year-over-year. Providers scored highest in Governance and Compliance across all regions, while Innovation and Thought Leadership received the lowest ratings.

Regional analysis shows Asia Pacific leading with the highest average CX score (78.06), followed by Americas (77.78) and EMEA (77.32). BPO services received higher CX scores than ITO services across regions. Among emerging technologies, cloud native services rated highest, while GenAI services received the lowest average CX score despite high market interest.

The ISG Digital Business Summit, scheduled for November 13-15 in Dallas, will bring together leaders from major companies to discuss strategies for leveraging generative AI and emerging technologies. The event, hosted by Information Services Group (Nasdaq: III), focuses on how businesses are developing GenAI capabilities to improve operations and drive efficiency.

Key speakers include executives from Johnson Controls, Keurig Dr Pepper, L'Oreal, PNC, and others who will share insights on AI implementation, cloud architecture, and digital transformation. The summit will feature discussions on AI's role in reducing provider costs, transforming supplier relationships, and enhancing customer experiences, while addressing important considerations like algorithm bias and privacy protection.

Information Services Group (ISG) has launched a research study examining digital engineering services providers leveraging AI. The study will result in two ISG Provider Lens™ reports on Digital Engineering Services 2025, scheduled for April 2025. The research focuses on AI-driven design, development, customer engagement, and intelligent operations, particularly emphasizing generative AI's impact on engineering processes.

The study will evaluate over 80 providers across four quadrants: Design and Development, Integrated Customer/User Engagement, Intelligent Operations, and Platforms and Application Services. The reports will cover the U.S. and European markets, examining how AI technologies like LLMs and VLMs are streamlining engineering processes, from virtual prototyping to system maintenance.

Information Services Group (ISG) predicts that 50% of enterprises will need to modernize their Customer Relationship Management (CRM) systems by 2026 to leverage AI capabilities. Modern CRM systems have evolved from data repositories to AI-driven platforms that enhance sales effectiveness and customer service. The research evaluated 37 software providers across eight CRM categories, with Salesforce, Oracle, and HubSpot emerging as top leaders in multiple categories.

ISG emphasizes that outdated CRM systems force inefficient workarounds, while modern solutions offer integrated prospect engagement, standardized processes, and automated data collection. Enterprises now face a critical decision between reimplementing existing systems or switching providers to gain AI-driven capabilities.

Information Services Group (ISG) reports a significant increase in European demand for digital supply chain services over the past 24 months. Service providers are adapting their approaches based on clients' digital maturity levels, from basic process standardization to advanced AI-driven solutions. The market emphasis in Europe differs from the U.S., with greater focus on digitalization, sustainability, risk management, regulatory compliance, and resilience.

The transformation is driven by Industry 4.0, political unrest, and regulations. Key technologies include predictive analytics, automation, AI, IoT, digital twins, and blockchain. Generative AI is gaining traction in procurement, supply chain execution, and after-sales services. The report evaluates 33 providers across four quadrants, with Accenture and Capgemini leading in all categories.

Brazilian enterprises are embracing generative AI (GenAI) to enhance workplace efficiency and innovation, according to ISG's 2024 Future of Work Services report. Large companies are leading GenAI adoption despite challenges in infrastructure, training, and data security. The transformation includes maintaining hybrid work practices post-pandemic, implementing digital collaboration tools, and investing in employee well-being programs.

Companies are deploying advanced technologies like chatbots and RPA in HR and finance. While smaller firms face adoption challenges due to economic constraints, many organizations remain committed to workplace digital transformation. The report highlights trends in device lifecycle management, sustainability initiatives, and the shift from SLA to XLA metrics-based agreements.

Information Services Group (ISG) has launched a research study examining Salesforce ecosystem service providers, with results to be published in ISG Provider Lens™ reports for Brazil, Germany, the U.K., and U.S. markets in April 2025. The study will focus on Salesforce implementation and managed application services, particularly emphasizing generative AI integration through Salesforce Data Cloud, Einstein AI, and Agentforce.

The research will evaluate over 150 Salesforce partners across six key quadrants: AI-Powered Multicloud Implementation, Core Clouds Implementation for Midmarket, Marketing and Commerce Implementation, Managed Services for Large Enterprises, Managed Services for Midmarket, and Industry Clouds Implementation.

Swiss companies are taking a more measured approach to adopting Digital Employee Experience (DEX) platforms compared to other Western European nations, according to ISG's 2024 Provider Lens™ report. While increasing budget allocations for DEX platforms and AI-powered monitoring tools, Swiss organizations are balancing technological innovation with sustainability goals and traditional values of quality and precision.

The report highlights Switzerland's unique challenges, including a skills shortage and changing workforce demographics. Swiss workplaces are transforming physical offices into innovation hubs while addressing carbon footprint reduction and circular economy principles. The study evaluates 39 providers across five quadrants, with Swisscom and Wipro named as Leaders in all categories.

Digital Employee Experience (DEX) is gaining traction in German organizations as they invest more in tools and services to enhance workplace satisfaction, according to ISG's 2024 Provider Lens™ report. With nearly half of employees struggling with work pace and volume, companies are implementing AI-based solutions and smart features to improve productivity and reduce workplace anxiety.

Modern DEX tools focus on reducing problems through AI-based issue resolution, digital experience monitoring, unified endpoint management, and IT asset management. The report evaluates 38 providers across five quadrants, with Bechtle, Capgemini, and Infosys named as Leaders in all categories. HCLTech earned recognition as the global ISG CX Star Performer for 2024 among DEX providers.