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Enterprises Across the Globe Look to Improve Customer Experience

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ISG Provider Lens Report Finds Companies Turning to Digital Business Providers for Help With Artificial Intelligence, Blockchain and the Customer Journey

Enterprises across the globe are looking for digital business partners to help them improve customer experience while also leveraging emerging technologies like artificial intelligence and blockchain, according to a new report published today by Information Services Group, a leading global technology research and advisory firm.

The 2019-2020 ISG Provider Lens Digital Business Solutions and Service Partners Global Report finds enterprises worldwide focusing on customer experience and tools that drive customer decisions toward desired actions. By understanding customer behavior, enterprises can design an interaction path that can influence the customer decision to buy or commit to a brand.

Technology and service providers are helping enterprises enhance their customer experience by leveraging integrated designs, digital marketing, design thinking, artificial intelligence and machine learning, the report says.

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“With a clear focus on the customer journey, more IT service companies are entering this market,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “The primary benefits of customer journey services are increased sales and a reduction in customer churn.”

The report also finds enterprises interested in digital product lifecycle services, including ideation, creation and continuous delivery of updates by improve functionality and performance. Agility and DevOps are at the core of digital product development, with DevOps-focused automation enabling continuous delivery and assuring product update quality.

The report also notes an increasing use of artificial intelligence, with AI becoming more readily available via the cloud and adoption permeating all industries and businesses of all sizes. The number of AI models is growing, and they are becoming more precise in their outcomes.

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Blockchain adoption, however, is growing more slowly, the report says. The blockchain services market has attracted many service providers, but the number of projects and experts and the amount of revenue have not grown significantly from 2018. In many cases, enterprises are adopting a pubic cloud blockchain platform for a ready-to-use, pay-as-you-go, functional blockchain.

The 2019-2020 ISG Provider Lens Digital Business – Solutions and Service Partners Global Report evaluates the capabilities of 57 providers across six quadrants: Customer Journey Services, Digital Product Lifecyle Services, Digital Backbone Managed Services, AI as a Service, Blockchain Services and Blockchain Platform.

The report names IBM as a leader in all six quadrants and Accenture and Cognizant as leaders in four. Atos, Capgemini, DXC Technology, HCL, Infosys and TCS are named leaders in two quadrants, and Amazon, ConsenSys, ConsenSys Kaleido, EY, Google, LTI, Microsoft, Publicis Sapient and R3 are named leaders in one.

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