{"id":750384,"date":"2023-04-24T12:03:02","date_gmt":"2023-04-24T16:03:02","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/isg-study-finds-customer-experience-a-top-enterprise-priority-off-limits-from-cost-optimization\/"},"modified":"2023-04-24T12:03:02","modified_gmt":"2023-04-24T16:03:02","slug":"isg-study-finds-customer-experience-a-top-enterprise-priority-off-limits-from-cost-optimization","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/isg-study-finds-customer-experience-a-top-enterprise-priority-off-limits-from-cost-optimization\/","title":{"rendered":"ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization"},"content":{"rendered":"

<\/p>\n

ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization<\/b><\/p>\n

ISG to detail study findings at ISG Xperience Summit, May 15\u201316 in San Francisco<\/b><\/p>\n

Executives with American Express, Google, Aflac, Alaska Airlines, Genentech, Unilever, Zappos, Comcast, San Francisco Giants to discuss driving loyalty with experience at ISG event<\/b><\/p>\n

STAMFORD, Conn.–(BUSINESS WIRE<\/a>)–
\nA new study by Information Services Group (ISG<\/a>) (Nasdaq: III<\/a>), a leading global technology research and advisory firm, finds the majority of executives worldwide consider customer experience a top, strategic priority that is off limits to cost optimization efforts.<\/p>\n

\nISG experts will detail the study findings, and join with corporate leaders to discuss strategies for driving customer loyalty and leveraging data to create differentiating experiences, at the ISG Xperience Summit<\/a>, May 15\u201316, at the San Francisco Marriott Union Square in San Francisco.<\/p>\n

\nThe global ISG Buyer Behavior Study, which surveyed more than 250 senior executives in February 2023, found 48 percent of respondents cite customer experience as extremely important to their organization\u2019s strategic direction, and 53 percent say they intend to \u201ccompletely protect\u201d customer experience from cost optimization programs.<\/p>\n

\n\u201cEnterprises have successfully created friction-free experiences that are consistent across physical and digital platforms. Now they\u2019re challenged by their customers to not only maintain but exceed that experience,\u201d said Sush Apshankar, practice lead, ISG Data Analytics and AI\/ML, and co-host of the ISG Xperience Summit. \u201cIn an uncertain economy when cost-cutting is the norm, the fact that enterprises are protecting customer experience programs from cost optimization shows they understand that solid, long-term customer relationships are truly foundational for growth and success.\u201d<\/p>\n

\nBill Schlough, senior vice president and CIO of the San Francisco Giants, will deliver the day-one keynote address, \u201cThe Fan Experience: A Whole New Ballgame,\u201d with strategies for keeping customers engaged even during non-winning seasons.<\/p>\n

\nAmong other sessions on day one, Deb Ermiger, vice president, digital enablement, Aflac; Shruti Khatod, vice president, growth marketing at Unilever unit Nutrafol, and Hardy Myers, senior vice president, strategy, Cognigy, will participate in a panel discussion on humanizing digital experiences.<\/p>\n

\nDay one will also feature the ISG Startup Challenge, featuring three entrepreneurs who will pitch their technology solutions to a panel of judges, with the audience voting on the winner.<\/p>\n

\nOn day two, Alex Genov, head of marketing insights and customer research for online shoe and clothing retailer Zappos, will deliver the keynote address, \u201cGiving Customers a Voice in a World Full of Numbers.\u201d The address will be followed by a fireside chat with Ashmeet Sidana, founder and chief engineer of Engineering Capital, who will discuss transformative CX technology.<\/p>\n

\nAlso on day two, a panel discussion, \u201cDriving Brand Loyalty and Trust through Customer-centric Ecosystems,\u201d will feature Eric Norman, head of infrastructure architecture and innovation, IHG Hotels & Resorts; Sahil Sabharwal, vice president, enterprise data platforms, American Express, and Clare Megathlin, managing director, software engineering, Alaska Airlines.<\/p>\n

\n\u201cBrand loyalty is driven by consistent, seamless experience, but customers also want businesses to align with their values on topics like sustainability, DEI and the environment,\u201d said Pratibha Salwan, director, ISG Travel, Transportation, Hospitality\/Leisure and Logistics and co-host of the event. \u201cTechnology is key to automating time-consuming and repetitive tasks, reducing human errors and creating self-service channels, so brands can focus on providing consistent and differentiated services and building trust.\u201d<\/p>\n

\nSalwan noted that 33 percent of respondents to the ISG study said they will protect ESG programs from cost optimization, reinforcing the importance of corporate values.<\/p>\n

\nDay two continues with a panel discussion on strategies for achieving operational excellence and meeting sustainability goals with an intelligent and connected business value chain. The session will feature Google\u2019s Global ISV Lead, Sustainability Denise Pearl; Kraft Heinz\u2019s Global Head of Employee Digital Experience Tope Sadiku, and Comcast\u2019s Executive Director, Supply Chain Strategy and Solutions Raj Rege.<\/p>\n

\nThe event will wrap up with a panel discussion about the role employee experience, acquisition and retention play in exceptional customer experiences featuring Rahul Khatod, transformation and self-leadership coach, Genentech Inc., and Paul Cook, president and CEO, CoastHills Credit Union.<\/p>\n

\nThe ISG Xperience Summit is sponsored by IBM, Wipro, Cognigy and HTC. CIOInsights<\/i>, CIOReview<\/i> and the TBM Council are media sponsors.<\/p>\n

\nAdditional information and registration are available on the event website<\/a>.<\/p>\n

About ISG<\/b><\/p>\n

\nISG (Information Services Group) (Nasdaq: III<\/a>) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world\u2019s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries\u2014a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry\u2019s most comprehensive marketplace data. For more information, visit www.isg-one.com<\/a>.<\/p>\n

\"\"<\/p>\n

View source version on businesswire.com: <\/span>https:\/\/www.businesswire.com\/news\/home\/20230424005635\/en\/<\/a><\/span><\/p>\n

Press:
\n<\/b>
Will Thoretz, ISG
\n
+1 203 517 3119
\n
will.thoretz@isg-one.com<\/a><\/p>\n

\nJulianna Sheridan, Matter Communications for ISG
\n
+1 978-518-4520
\n
isg@matternow.com<\/a><\/p>\n

KEYWORDS:<\/b> Connecticut United States North America<\/p>\n

INDUSTRY KEYWORDS:<\/b> Technology Mobile\/Wireless Social Media Search Engine Optimization Search Engine Marketing Consulting Professional Services Marketing Software Networks Communications Internet Data Management Security<\/p>\n

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ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization ISG to detail study findings at ISG Xperience Summit, May 15\u201316 in San Francisco Executives with American Express, Google, Aflac, Alaska Airlines, Genentech, Unilever, Zappos, Comcast, San Francisco Giants to discuss driving loyalty with experience at ISG event STAMFORD, Conn.–(BUSINESS WIRE)– A new study by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, finds the majority of executives worldwide consider customer experience a top, strategic priority that is off limits to cost optimization efforts. ISG experts will detail the study findings, and join with corporate leaders to discuss strategies for driving customer loyalty and leveraging data to create differentiating experiences, at … <\/p>\n

Continue reading “ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-750384","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"\nISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/isg-study-finds-customer-experience-a-top-enterprise-priority-off-limits-from-cost-optimization\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"ISG Study Finds Customer Experience a Top Enterprise Priority, Off-Limits From Cost Optimization ISG to detail study findings at ISG Xperience Summit, May 15\u201316 in San Francisco Executives with American Express, Google, Aflac, Alaska Airlines, Genentech, Unilever, Zappos, Comcast, San Francisco Giants to discuss driving loyalty with experience at ISG event STAMFORD, Conn.–(BUSINESS WIRE)– A new study by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, finds the majority of executives worldwide consider customer experience a top, strategic priority that is off limits to cost optimization efforts. 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