Europe’s Enterprises Look to Providers to Bridge the CX Gap
- Enterprises in Europe are prioritizing customer experience (CX) and intend to protect it from cost optimization programs.
- Providers are delivering advanced, AI-driven CX solutions to meet increased demand.
- Cloud-based CX solutions are easier to implement due to widespread cloud adoption.
- Multichannel CX is recognized as key to extending the customer experience across all modes of communication.
- Relocating contact centers to low-cost European countries improves employee retention and reduces costs.
- None.
Advanced customer experience solutions and services remain vital to enterprise success and are more critical than ever in
The 2023 ISG Provider Lens™ Customer Experience Services report for
“Over the past few years, the need for resilient and advanced digital CX has increased dramatically,” said Jill Stabler, partner, ISG Enterprise. “This has led to a corresponding surge of activities in this space.”
Technology has played a crucial role in shaping the CX industry and providing suitable agent experience (AX) in the continental European marketplace and worldwide, the ISG report says. Many organizational and technological changes have occurred during the last three years, including automation and modernization of the CX space. According to the ISG report, these changes have helped to redefine an enterprise’s agility and business flexibility, reduced costs and improved customer satisfaction results.
Many CX solutions offer an array of advanced analytics, including intent prediction and sentiment analytics, the ISG report says. These wide-ranging and powerful set of tools help companies empower agents and enable contextual interactions and proactive interventions while at the same time remaining in line with European data privacy laws and compliance standards, the report says.
Because cloud transition is now widespread among major enterprises in continental
“Advanced CX solutions and services are more critical than ever,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Choosing the right ones and tailoring them to fit a company’s specific needs is key to an enterprise’s health and market success.”
The report also examines how some enterprises have shifted their contact centers to low-cost but attractive European countries to improve the lifestyle of their employees, thus raising retention rates while reducing overall costs.
The 2023 ISG Provider Lens™ Customer Experience Services report for
The report names Atento, Capita, Firstsource, Foundever, Teleperformance and Webhelp as Leaders in all four quadrants, while Conduent, Movate, Transcom and Wipro are named as Leaders in three quadrants each. Concentrix and Tech Mahindra are named as Leaders in two quadrants each, while HGS is named as a Leader in one quadrant.
In addition, [24]7.ai is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants, while HGS and WNS are named as Rising Stars in one quadrant each.
A customized version of the report is available from Foundever.
The 2023 ISG Provider Lens™ Customer Experience Services report for
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
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 900 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
View source version on businesswire.com: https://www.businesswire.com/news/home/20230922210459/en/
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Kate Hartley, Carrot Communications for ISG
+44 (0)20 3457 6403
kate.hartley@carrotcomms.co.uk
Source: Information Services Group, Inc.
