ISG Report: AI and Automation Outsourcing Trends and Customer Satisfaction

In the ever-evolving landscape of technology and outsourcing, the latest ISG Star of Excellence™ CX Insights Report sheds light on some intriguing trends and challenges. Despite a growing number of AI and automation outsourcing deals, customer satisfaction in these areas has seen a decline. This discrepancy highlights the importance of aligning expectations with delivery when it comes to technology services.

The report delves into key findings across different technology domains, revealing that Business Process Outsourcing (BPO) services received the highest average score, while Generative AI scored the lowest. The emphasis on customer experience in choosing outsourcing partners is crucial, especially in the aftermath of global technology outages this year.

The insights from the report underscore the critical challenge of high demand coupled with low satisfaction in the AI and automation space. It’s clear that there is a disconnect between the perceived benefits of these technologies and the actual customer experience. This presents both risks and opportunities for service providers to enhance their offerings and address customer needs effectively.

The high scores for Microsoft ecosystem providers and cloud-native tools indicate areas of strength and potential growth in the tech industry. Strategic partnerships and a focus on customer-centric strategies are key drivers of success in this competitive landscape.

As the tech services sector continues to evolve, it will be essential for companies to adapt to these trends and prioritize customer experience. By addressing pain points, improving service delivery, and fostering innovation, service providers can position themselves for success in a rapidly changing market.

Overall, the ISG report serves as a valuable resource for understanding market dynamics and guiding strategic decisions in the tech outsourcing industry. It highlights the importance of customer satisfaction, innovation, and strategic partnerships in driving growth and success in a competitive landscape.