Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, last night presented the 2024 ISG Star of Excellence Awards™ to Accenture, Capgemini and Persistent Systems, recognizing the three service providers for consistently demonstrating the highest standards of customer service excellence in the past year, based on direct feedback from enterprise customers.

In a ceremony at the ISG Sourcing Industry Awards Gala Dinner, held at the conclusion of the ISG Sourcing Industry Conference at the Fairmont Windsor Park London, the providers were awarded the seventh annual overall ISG Star of Excellence Awards for earning the highest cumulative customer experience scores across all regions, industries and technology areas.

The ISG Star of Excellence Awards, part of the ISG Provider Lens™ research program, is the premier industry recognition for the technology and business services industry. Providers are ranked on the quality of their services based on direct feedback from enterprise customers in the areas of Business Continuity and Flexibility; Collaboration and Transparency; Execution and Delivery; Governance and Compliance; Innovation and Thought Leadership, and People and Cultural Fit.

The winners are chosen from among a group of more than 2,000 service providers and vendors ISG analyzes and evaluates each year. This year, ISG received feedback from enterprise clients with roles in IT, operations, lines of business, procurement and vendor management and other areas, and operating in the Americas, EMEA and Asia Pacific.

In addition to the overall ISG Star of Excellence Award winners, last night’s ceremony recognized winners across a range of award categories, including:

• Overall award for technology provider, to Cisco Systems;
• Universal awards, for the highest customer experience (CX) scores by category, to Hexaware, for highest score across geographies; Persistent Systems, for IT Outsourcing; HCLTech, for Business Process Outsourcing; LTIMindtree, for Emerging Technology; HPE, for highest score across client industries, and LTIMindtee, for Independent Software Vendor;
• Regional awards, for the top CX score in each region, to Persistent Systems, for the Americas; TCS for Europe, Middle East and Africa (EMEA), and Tech Mahindra, for Asia Pacific.
• CX Partnership awards, for the highest scores by CX dimension, to Persistent Systems, for most adaptable partner; Capgemini, for most collaborative partner; Genpact, for most flexible partner; IBM, for most innovative partner; ITC Infotech, for most successful implementation partner, and HPE, for most trusted partner.

Persistent Systems was presented with a total of four awards across all categories, and Capgemini, HPE and LTIMindtree a total of two awards each. A complete list of winners can be found here.

John Boccuzzi, Jr., president of ISG Research, noted that providers trust customer feedback from the ISG Star of Excellence™ program. As a quantified measure of client experience, these assessments enable the entire industry to improve, he said.

“This year, the number of client nominations for awards more than doubled. This feedback helps providers understand how customers perceive them and expands ISG’s knowledge of providers and ecosystems, strengthening our research and sourcing advisory services,” said Boccuzzi. “Overall CX scores for the top 60 providers, which represent a significant portion of the entire services industry, have increased by 8 percent compared with the prior year.​”

Heiko Henkes, ISG Provider Lens managing director and principal analyst, who oversees the ISG Star of Excellence program, said providers are facing especially high expectations from their customers. “Enterprises are demanding more from their providers than ever before, especially in the era of AI,” Henkes said. “Providers are struggling to meet those high expectations, largely because the ROI on AI investments is yet to be fully realized.”

The ISG Star of Excellence™ CX research program scores and ranks providers based on customer survey responses. Ongoing surveys ask enterprises to rate their experiences with hundreds of IT and business services providers across industries, regions and technologies. The research goes beyond general satisfaction to explore, in depth, customer experiences with specific services and solutions offered by providers—research that is tied directly to ISG Provider Lens™ quadrant evaluations.

For more information on the ISG Star of Excellence™ continuous CX research program, visit this webpage. Service providers can nominate their customers to be a part of the program at any time throughout the year.

Also at last night’s event, ISG presented the 2024 ISG Paragon Awards™, recognizing the use of new sourcing approaches and digital technology, and the ISG Provider Lens Awards™ for Leaders and Rising Stars in IPL studies.

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., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

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 AI, 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 1,600 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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