ISG Presents 2020 ISG Star of Excellence Awards to Persistent Systems and Cognizant - Seite 2

“In a time when many enterprises are unable to engage service providers in discretionary activities, the results of this year’s ISG Star of Excellence Awards focused on the essentials,” said Paul Gottsegen, partner and president, ISG Research and Client Experience. “In 2018 and 2019, enterprises demonstrated their ability to deliver value beyond scope, the ease of working with them and their ability to solve problems through innovation. This year, execution and the ability to apply learnings and best practices from other enterprises were key drivers.”

Gottsegen also noted this year’s survey results showed enterprises want service provider representatives to feel they are a part of the enterprise team and exhibit true collaboration with other service providers in the enterprise’s ecosystem.

“Creating this cultural alignment requires strong onboarding programs and a low level of staff turnover—but it pays off by creating far superior customer experiences,” he said. “With the increasing trend towards smaller technology bundles and more extensive provider ecosystems, the ability to work effectively with other providers is becoming a hallmark of truly successful providers.”

In addition to the overall ISG Star of Excellence Award winners, ISG recognized regional award winners, industry winners and technology winners in today’s ceremony. Regional and industry leadership awards recognize excellence in customer centricity for a given geographic region or industry, regardless of technology type, while the technology leadership awards recognize customer service excellence in a specific technology domain. Capgemini earned a total of six leadership awards, Infosys earned five, and Persistent Systems earned a total of four.

Through its 2020 “Voice of the Customer” study, ISG surveyed more than 2,000 enterprise customers to obtain their feedback on provider service quality. The enterprise respondents all have direct exposure to providers and represent a broad cross section of industries, company sizes, geographies and areas of responsibility.

Survey responses are scored mathematically, without interpretation by ISG, to determine the winners. The goal of the program is to provide actionable feedback to providers and to serve as an “industry beacon” for enterprise clients that want to partner with providers that go above and beyond to deliver the highest levels of service.

For more information about the ISG Star of Excellence Awards, visit the program website or contact ISG at [e-mail].