Enterprises Seeking Experience Parity, ISG Says

Enterprises increasingly are seeking experience parity―the ability to deliver a seamless experience to both customers and employees, regardless of location—for strategic advantage, say experts with Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

ISG analysts say experience parity is becoming a key differentiator in the business and talent markets, as employees seek the freedom to select both their workspace and technology, and customers expect the same experience online and in person. Achieving such parity requires a continuum of technology solutions and platforms, ISG says.

Experience parity will be among the topics discussed at the upcoming ISG Digital Business Summit, June 25–26, at the Royal Lancaster London Hotel. The event will feature ISG advisors and analysts as well as leaders from Diageo, BP, Sandoz, BNY Mellon, VML, the Post Office Group, the Imperial War Museum, Maersk, eBay, the University of Nottingham and more.

“Enterprises no longer partner with service providers to simply provide laptops, mobiles, Wi-Fi and service desks,” said Iain Fisher, director, ISG Research, and host of the ISG Digital Business Summit. “Instead, they seek partners that can help them offer a flexible workplace and client experience incorporating a continuum of technologies, ranging from traditional, low-tech approaches to AI, XR [extended reality] and immersive experiences.”

Zdravko Mladenov, the former group chief digital and information officer at Post Office Group, the largest retailer in the U.K., will deliver a keynote presentation on day one of the event, detailing the Post Office Group’s tech modernization and digital transformation, one of the largest such projects in recent history.

The first day of the event also will include a panel discussion on navigating disruption, with Gemma Spence, chief digital commerce officer, EMEA, for global creative agency VML; Nicholas Hodder, director of digital transformation, Imperial War Museum, and Bogdan Grigorescu, senior technical lead, architecture, eBay. The experts will take a deep dive into current market trends and share tips for managing technological innovations and changing consumer preferences.

Also on day one, Steven Furnell, professor of cybersecurity at the University of Nottingham, will host a breakout session on cybersecurity for the platform economy, and ISG experts will lead other breakout sessions, on sustainable technologies in digital business, harnessing AI and machine learning for business innovation, regulatory challenges and opportunities in sustainability, and embracing a total experience (TX) strategy.