ISG to Study Digital Business Innovation Service Providers

Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining providers that enable organizations to utilize emerging technologies to modernize business processes.

The study results will be published in a comprehensive ISG Provider Lens report, called Digital Business Innovation Services, scheduled to be released in March 2026. The report will cover companies offering digital transformation and customer journey services.

Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

Digital transformation services bring modern technologies into organizations to streamline business operations, refresh legacy systems and create new ways to generate value. These offerings span automation, cloud architectures, advanced analytics and customer experience enhancements, which collectively improve efficiency and responsiveness. Providers enable organizations to realize these benefits by guiding technology adoption, aligning solutions with business needs and applying specialized methods, such as journey mapping and multichannel design, to deliver smoother interactions, stronger engagement and faster innovation.

“Digital transformation is enabling organizations to scale complex operations, update longstanding systems and apply GenAI in ways that improve performance,” said Iain Fisher, director at ISG. “By pairing these advances with deeper insight into customer needs and behaviors, supported by approaches driven by customer relationship management, enterprises can strengthen relationships and accelerate innovation.”

ISG has distributed surveys to more than 100 providers of digital business innovation services. Working in collaboration with ISG’s global advisors, the research team will produce two quadrants representing the digital business innovation services that typical enterprises are buying, based on ISG’s experience working with its clients. The two quadrants are:

• Digital Transformation Services, evaluating providers that redesign business models, modernize operations and create coordinated experiences for employees and customers. These providers help organizations use their data effectively, make decisions faster and seize new opportunities by aligning business strategies with technologies.
• Customer Journey Services, assessing providers that help organizations restructure customer interactions, eliminate friction, personalize experiences and integrate digital channels for end customers. The providers are assessed on their ability to deliver seamless, personalized customer journeys using advanced technologies.

A geographically focused report from the study will cover the global digital business innovation services market and examine products and services available in Brazil. ISG analyst Adriana Frantz will serve as the author of the report.