Enterprise Satisfaction with Technology Services Declines Despite Increased AI Adoption: ISG Study

The latest report from the Information Services Group (ISG) has revealed a concerning trend in enterprise satisfaction with technology services. Despite the increased adoption of AI and automation solutions, customer experience scores have declined across various technology domains. This decline in satisfaction comes at a time when technology outages have highlighted the importance of reliable and efficient service providers.

The study analyzed customer satisfaction across different categories of technology-based services, including business process outsourcing (BPO), IT outsourcing (ITO), ecosystem services, and emerging technologies. While BPO services received the highest average satisfaction score, emerging technologies, particularly generative AI platforms, recorded the lowest customer experience scores.

The findings suggest that factors such as the complexity of technology, availability of skilled talent, and proactive vendor engagement can significantly impact customer satisfaction. For example, within the BPO category, marketing technology services received high satisfaction scores due to increasing demand for differentiation in the market. On the other hand, supply chain services faced challenges due to disruptions and macroeconomic issues.

In the ITO category, application development and maintenance (ADM) services scored the highest, reflecting the importance of digital transformation for enterprises. However, mainframe services struggled with talent shortages and limited provider support. In the ecosystem category, Microsoft ecosystem providers outperformed others, while VMware ecosystem providers faced dissatisfaction due to changes in pricing structures.

Overall, the study highlights the mixed reception of emerging technologies, with cloud-native tools receiving higher satisfaction scores compared to generative AI platforms. As enterprises continue to navigate the evolving technology landscape, it is crucial for service providers to prioritize customer experience and address the specific needs of their clients to ensure long-term satisfaction and success.