{"id":984630,"date":"2026-07-24T09:03:27","date_gmt":"2026-07-24T13:03:27","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/isg-to-study-contact-center-customer-experience-services\/"},"modified":"2026-07-24T09:03:27","modified_gmt":"2026-07-24T13:03:27","slug":"isg-to-study-contact-center-customer-experience-services","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/isg-to-study-contact-center-customer-experience-services\/","title":{"rendered":"ISG to Study Contact Center, Customer Experience Services"},"content":{"rendered":"

<\/p>\n

ISG to Study Contact Center, Customer Experience Services<\/b><\/p>\n

Upcoming ISG Provider Lens\u00ae<\/sup> report will evaluate providers delivering intelligent, connected and AI-enabled customer experience operations<\/b><\/p>\n

STAMFORD, Conn.–(BUSINESS WIRE<\/a>)–
\nInformation Services Group (ISG<\/a>) (Nasdaq: III<\/a>), a global AI-centered technology research and advisory firm, has launched a research study examining service providers that help enterprises modernize contact center operations and transform customer experience (CX) through AI-led technologies and intelligent service delivery.<\/p>\n

\nThe study results will be published in a series of comprehensive ISG Provider Lens\u00ae<\/sup> reports, called Contact Center \u2014 Customer Experience Services, scheduled to be released in December 2026. The reports will cover companies offering services for intelligent CX operations and CX modernization.<\/p>\n

\nEnterprise buyers will be able to use insights from the reports to evaluate their current vendor relationships, identify potential new engagements and compare available offerings. ISG advisors will use the research to guide clients through increasingly complex transformation and platform investment decisions.<\/p>\n

\nAs AI, changing workforce expectations and demand for seamless engagement reshape CX requirements, enterprises are rethinking their operating models and technology ecosystems. Organizations are investing in generative AI, agentic AI, cloud-based contact center platforms and workflow automation to improve customer interactions while simplifying operations. They expect providers to offer innovation, agility and industry expertise to help them build future-ready CX ecosystems that deliver measurable business value.<\/p>\n

\n\u201cThe future of customer experience depends on more than adopting new technologies,\u201d said Namratha Dharshan, principal analyst at ISG. \u201cEnterprises are increasingly looking for providers that can help them improve operational efficiency while delivering more personalized interactions.\u201d<\/p>\n

\nISG has distributed surveys to more than 110 contact center and customer experience service providers. Working in collaboration with ISG\u2019s global advisors, the research team will produce two quadrants representing the contact center and customer experience services the typical enterprise is buying, based on ISG\u2019s experience working with its clients. The two quadrants are:<\/p>\n