Latest articles from ISG

What Your Customers Should Experience During COVID-19

By John Boccuzzi Jr.

There’s no manual for how to deliver a meaningful customer experience during a pandemic, much less how to protect your business, your brand and your short-term profitability and build long-term customer loyalty.

Planning for Resiliency and the Road to Recovery

By Prashant Kelker Stanton Jones

Going forward, we need a pragmatic framework to confront the challenges to survival and growth over the next 18 months.

Categories: Consulting

Why Digital Transformation In Insurance Does Not Have To Be Disruptive

By Christoph Tatje

Managers across industries see digital transformation as a major challenge that calls everything into question.

Categories: Consulting Insurance

Global Delivery + Cloud Technology: It’s Working!

By Stanton Jones

The global delivery model is now the norm within the $135 billion IT services market, and cloud is so embedded in the way we work we don’t give it a second thought.

Categories: Research

Steps in the Right Direction for Travel, Transportation and Hospitality

By John Westfield

If your business centers on getting people and merchandise from one place to another, what’s your worst nightmare?

Categories: Research Travel and Transportation

Enterprise Buying Interest in Intelligent Automation Jumps as COVID-19 Lockdown Progresses

By Kevin Blackwell

COVID-19 has every business reevaluating its business operations, repositioning offerings to address current concerns and leveraging fear and doubt about the future in hopes of turning the economic crisis into a benefit.

COVID-19 Sweeps the IT and Business Services Industry into a New World

By Steve Hall

The global pandemic brought an abrupt halt to many of our rising trajectories by the end of the first quarter of 2020.

Categories: Research

Why Is My Automation Program Failing?

By Owen Wheatley

The truth is that the large majority of automation projects have not delivered the expected return on investment, whether that return is defined in financial or non-financial terms.

Categories: Banking & Financial Services Consulting Financial Services Robotic Process Automation (RPA)

The Promise of Automation in a Time of Crisis

By Wayne Butterfield

Some enterprises are looking to automation as a way to address needs across the enterprise, from infrastructure to customer experience.

Categories: Consulting Robotic Process Automation (RPA)

Digitale Transformation und Capability Modell

By Oliver Kremer

Laut Weltwirtschaftsforum wird der gesamtwirtschaftliche Wert der Investitionen in die digitale Transformation bis zum Jahr 2025 die Grenze von 100 Billionen US-Dollar übersteigen.

Managing Offshore Productivity in a Work-from-Home World

By Kevin Blackwell Manjunath Muddarangegowda

The COVID-19 pandemic is causing a thorough reevaluation of business continuity strategy among companies that depend on offshore service centers in places like India, the Philippines and Sri Lanka.

Strategy and Competition in the Platform Economy

By Dario Maisto

How digital platforms can enable growth for your firm and unlock your customer network’s potential.

Categories: Consulting

Enterprise to Home Office - Call Center Conversion in 48 Hours

By Chris Gruenewald

Enterprises and governments around the world have no choice today but to require employees and contractors to work from home – and, where it is possible and makes sense, to shift work to employees in less-affected regions.

Categories: Consulting Network Advisory Services

Helping a Gaming and Hospitality Giant Move to New Hotel Systems

ISG uses organizational change management (OCM) to prepare thousands of workers for new lodging-management systems and the new processes that come with them.

Categories: Consulting Organizational Change Management

COVID-19: Implementing Rapid Cost Takeout

By Bill Huber

The economic fallout of the COVID-19 pandemic is forcing companies of all sizes to reduce expenses and conserve cash and resources.

Categories: Consulting

4me Continues ITSM & SIAM Growth by Keeping Things Simple

By Stanton Jones

4me is an IT service management (ITSM) and service integration and management (SIAM) solution targeted at mid-market companies, enterprises and managed services providers looking for a less complex alternative to ServiceNow and BMC.

Categories: Research

Datamatics: Re-envisioning Finance through Intelligent Solutions

By Amar Changulani

As organizations are undergoing transformation to become more agile and proactive rather than reactive to technology changes, finance functions are under pressure to keep pace with disruptive technologies.

Categories: Research

HCL: Network Innovations from Incubation to Implementation

By Avimanyu Basu

In a digital world, where speed matters and time is scarce, enterprises set out on their digital journey looking to fundamentally change their operating model.

Categories: Research

HCL NetBot Accelerates Enterprise Network Transformation with Closed-loop Automation

By Avimanyu Basu

The conversation in many enterprises about network automation is evolving to include policy-based, orchestration-enabled and artificial intelligence (AI)-driven methodologies.

Categories: Research

Briefing Note: L&T Technology Services Dons the Cybersecurity Advisory Cape to Secure the OT Bulwark

By Avimanyu Basu

Operational technology (OT) can be defined as the suite of hardware and software that monitors and controls the operation of equipment in a manufacturing environment.

Categories: Research