Latest articles from ISG

Shaping customer experience with automation and AI

By Iain Fisher

Retailers can use automation and AI to enhance the service they provide to customers, improving the customer experience.

Categories: Retail

Metrics That Matter – Measuring Performance Along The Automation Journey

By Amar Changulani Stanton Jones

Companies that regularly measure automation outcomes realize better business results in areas such as cost savings, data accuracy, compliance and customer experience.

Categories: Research

How Managers Can Play a Key Role in Communicating Change

By Denise Austin Debbie Freeman

We’re living in an age of rapid, constant business change. Companies are either rushing ahead with new technology to beat competitors or playing catch up as fast as they can.

Categories: Consulting Organizational Change Management

Enterprise Automation Capability Improves, but RPA Wall Still Looms

By Amar Changulani Tracy Lipasek

ISG continues to see growing interest from enterprises in all types of automation, not just robotic process automation (RPA), software bots that automate repetitive and rules-based tasks.

Categories: Research

Unisys Leverages Emerging Technologies and Analytics to Measure Workplace Support Experience

By Ron Exler Mrinal Rai

Unisys continues to offer strong digital workplace services, building on its long heritage with innovations in field services, IT service desk and device management.

Categories: Research

What Good Looks Like: Investing in the Enterprise-Provider Relationship

ISG Relationship360™ leverages impartial data to drive sustainable relationship changes

Categories: ISG Performex™ Research

Top 10 Reasons You Should Outsource Some Training and Its Development

By Jocelyn Hayes Chase Hawkins

As many companies look to shrink and stabilize their budgets, they may overlook an easy way to save money and still maintain effectiveness in the critical area of training.

Categories: Consulting Organizational Change Management

ISG Smartalks™ Podcast Episode 9: Blockchain – Disrupter or Distracter?

By Barry Matthews Alex-Paul Manders

Will blockchain transform the world as we know it?

Categories: Blockchain Consulting Podcasts

The CIO’s Racing Form: IT Analytics for Better Decision-Making

By Kathy Rudy

Today’s CIO are challenged with innovating at a breakneck pace as they drive the digital agenda for their enterprise.

Categories: Consulting

Solving the Managed Services Governance Conundrum

By Peter Doane Brian Fullerton

Most enterprises talk about contract governance and relationship management, but few devote the proper time and resources to perform it well.

Categories: Third Party Management

Sociable Robots Contribute to Enhanced Passenger Experience at Airports

By Avimanyu Basu

Revenues that are not directly related to aeronautics contribute significantly to the growth of airports and the airline industry.

Categories: Research

ISG Index™ Q3 2019 : recul de l’externalisation en Europe au 3ème trimestre dans le contexte d’une possible récession

La valeur annuelle des contrats de services gérés, tombe à 2 milliards d’euros, une baisse de plus de 900 millions d’euros par rapport au trimestre précédent

Categories: Articles

Equipping an Energy Company for Transformation Success

ISG provides a large utility company with an effective communications framework and tools to support its ongoing transformational change.

Categories: Consulting Organizational Change Management

Deutsche Bahn: High speed into the cloud

ISG supports Deutsche Bahn AG with up-to-date tender and contract models for commissioning public cloud services compliant with European Union (E.U.) procurement law.

Categories: Consulting

Reimagining IT Sourcing for the Digital Age

By Bill Huber

In the 2020s, an enterprise’s speed and agility in acquiring digital capabilities will be the key determinants for its success.

Categories: Consulting

Measuring Software Asset Management and Why It Matters

For many of the largest corporations in the world, the Software Asset Management (SAM) function is under-resourced and under-invested.

Categories: Consulting Software Advisory Services

Training an Agricultural Leader’s Workers for the Future

An ISG organizational change management (OCM) team helps one of the world’s largest providers of crop inputs and services to train its employees for new software and processes, enabling efficiencies and more buying power.

Categories: Consulting Organizational Change Management

Three Lessons from the Agile Enterprise Summit

By Blair Hanley Frank

Agile transformation requires some fairly radical changes for businesses that are used to working in a waterfall mindset.

Categories: Research

Are You Getting the Most Out of Your Innovation Fund?

By Garry Stanis

Most outsourcing contracts come with fine print that stipulates extra resources for a so-called innovation fund.

Categories: Consulting

Digital Demand Remains Robust, Even as Broader Market Shows Signs of Slowing

By Steve Hall

Our 3Q19 ISG Index™ showed record global demand this last quarter for cloud-based services.

Categories: Research