Tech Maturity Shapes Firms’ Customer Experience Initiatives
Information Services Group (Nasdaq: III) reports a surge in demand for advanced customer experience (CX) capabilities as businesses adapt post-pandemic. The 2022 ISG Provider Lens™ Contact Center report identifies four archetypes of clients transforming their contact center operations through automation and analytics. Notable leaders across these archetypes include HGS, Sitel Group, Sutherland, and Teleperformance. The emphasis on digital customer experience technology is crucial as companies face challenges in hiring and retaining skilled agents.
- Increased demand for advanced CX capabilities post-pandemic.
- Providers evaluated demonstrate strong capabilities across multiple client archetypes.
- Recognition of the importance of customer experience at leadership levels.
- Challenges in hiring and retaining skilled agents may hinder service delivery.
- Clients may face difficulties in adapting to new technologies effectively.
ISG Provider Lens™ report says enterprises are seeking different contact center services to address changes in business and consumer behavior following the pandemic
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Archetype report finds that contact center operations are being transformed by automation and analytics as companies adapt to remote, home-based and hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both customer and employee experience.
“At the highest levels of leadership, enterprises are recognizing the strategic importance of customer experience,” said
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Archetype report summarizes the relative capabilities of contact center service providers to meet the needs of typical, frequently encountered categories, or archetypes, of enterprise buyers. Each archetype represents a specific set of business and technology needs and challenges, which vary over time. Most organizations, especially large enterprises, include teams or business units that fit into different archetypes.
The report examines four archetypes within enterprise clients that are looking for contact center services. The report evaluates the capabilities of 26 customer experience services providers to deliver services to the four archetypes:
Automation Embracers: These clients are relatively new to digitalization but have made it a priority. The pandemic has pushed them to adopt new customer experience channels and use automation to ensure customer loyalty and retention. Cost savings remains a priority. They are looking to leverage global expertise and presence to overcome inadequate skills and technologies.
Digital Connoisseurs: These more mature clients have explored omnichannel customer engagement and are familiar with advanced CX technologies, including automation. They plan to scale digital transformation to improve CX for competitive advantage. Clients in this archetype want to partner with providers that have broad digital capabilities extending to AI and machine learning.
CX Evangelists: For these clients, transforming CX through analytics is the highest priority. They look for strategic business partners with implementation experience, transformation solutions and a wide range of analytics services. CX Evangelists demand highly skilled domain experts as agents and evaluate partnerships based on revenue, customer satisfaction and other business outcomes.
Work-From-Home Buyers: Clients in this archetype are looking to adopt a completely work-from-home or hybrid work model. Cost savings, business resiliency and access to a large talent pool are their main objectives. They seek service providers with the training, skills, agents and technologies — including cloud contact centers and robust security — to enable a work-from-home infrastructure.
Among the providers ISG evaluated, HGS,
A customized version of the report is available from
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Archetype report is available to subscribers or for one-time purchase on this webpage.
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.
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