Enterprises See Technology, Workplace Services Critical for Success, ISG Study Says

Technology is critical to the workplace and customer experience, enterprise leaders say, but only 15 percent of the respondents to the 2023 ISG Buyer Behavior Research – Future Workplace Study from leading global technology research and advisory firm Information Services Group (ISG) (Nasdaq: III) say they are extremely confident their current approach will be adequate for the near future. They are looking to workplace services solutions to bridge the gap.

The interdependent solutions and business technologies that drive customer and employee experience, digital marketing and ESG initiatives will be the focus of the ISG Digital Business Summit, November 1–3, at the Margaritaville Resort in Orlando, Florida. The event will feature speakers from Marsh, Citigroup, Walgreens, Northwestern Mutual, Orange Business, RS Eden, United Bank, Polysleep and more.

“Enterprises need to enable secure, seamless delivery and customer experience to succeed,” said Iain Fisher, global Future of Work lead for ISG and co-host of the ISG Digital Business Summit. “The future of digital business is in implementing technology-driven business models that cut time to market, enhance the employee experience, produce meaningful data insights and improve sustainability in a cohesive and value-added way.”

Priya Nathan, a vice president at leading insurance broker and risk advisor Marsh, will join ISG's Prashant Kelker at the event for an industry spotlight interview on the business implications of AI and strategies for managing risks. A second industry spotlight interview will feature Pritesh Gandhi, former head of digital at Air Canada, on the transformative impact AI, machine learning and generative AI (genAI) will have on customer experiences.

A panel discussion, “Your Data Journey & The Customer Journey,” will ask Michael Gillman, senior director, business systems at audio electronics manufacturer Harman; Sachin Kothari, former vice president and chief privacy officer of Johnson Controls, and Karan Thaker, lead design strategist for CX at Northwestern Mutual, how enterprises should incorporate data, analytics and AI into customer loyalty and acquisition strategies. Dr. Lorenzo C. Hines, Sr., global SVP of Information Technology at Citigroup, will participate in the industry spotlight discussion on “The Business Quest for Growth Through Talent,” on employee value propositions that create growth.