As digital transformation becomes more complex, service providers help enterprises achieve sustained advantages through technology, ISG Provider Lens report says
Enterprises in the U.S. have significantly increased their adoption of digital services, tools and frameworks in the last two years, as advances in technology have made digital transformation more complex, according to a new research report published by Information Services Group, a leading global technology research and advisory firm.
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“Companies recognize that unless they can make their business sustainable, consumers and investors will move on”
The 2022 ISG Provider Lens™ Digital Business Enablement and ESG Services report for the U.S. finds digital transformation is now a necessity for enterprises in many industries. This is making companies more dependent on service providers for essential steps in the process, including establishing digital business models, using technology and data for competitive advantage and creating a culture of experimentation.
“Digitalization for sustained advantage requires more than discrete technologies,” said Prashant Kelker, partner and ISG Digital Advisory Services lead for the Americas. “Digital tools are just enablers. Companies in the U.S. have realized they need to introduce a digital culture.”
In the wake of disruptions caused by the COVID-19 pandemic, U.S. enterprises have shifted their priorities from survival to agility, resilience, efficiency, business model transformation and becoming more digitally native, the report says. The events of the past two years have forced companies to recognize that they need to improve productivity, customer engagement and product and service offerings.
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Digital technologies remain the biggest enablers of transformation at U.S. enterprises, which are rapidly adopting AI, IoT, cybersecurity tools and the cloud to modernize and optimize processes, the report says. Enterprise digital leaders are deploying augmented, virtual and mixed reality (AR/VR/MR) to create more immersive experiences for employees and customers and improve manufacturing and maintenance operations. These capabilities, already present in fields like manufacturing and automotive, will soon be adopted by health care and banking firms, ISG says.
U.S. companies are also increasingly engaging with providers for environmental, social and governance (ESG) services to meet regulations, enterprise goals and consumer expectations, the report says. ISG predicts ESG initiatives will be a major trend in the U.S. over the next 24 months, especially in the area of decarbonization, where the U.S. is close to catching up with European countries.
“Companies recognize that unless they can make their business sustainable, consumers and investors will move on,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Providers are making a big push to help clients carry out ESG projects and establish governance frameworks that ensure they meet their goals.”
For more insights into the enterprise challenges that digital business services can address, and advice on how to choose the right provider, see the ISG Provider Lens™ Focal Points briefing here.
The 2022 ISG Provider Lens™ Digital Business Enablement and ESG Services report for the U.S. evaluates the capabilities of 40 providers across five quadrants: Business Consulting Services, Customer Experience Services, Digital Reality Services, Supply Chain Transformation Services, and Sustainability and ESG Services.
The report names Accenture and HCLTech as Leaders in all five quadrants. It names IBM and Wipro as Leaders in four quadrants each and Cognizant, Infosys and TCS as Leaders in three quadrants each. Capgemini, LTI and Tech Mahindra are named as Leaders in two quadrants each. BCG, Deloitte Digital, GEP, Hexaware, Mindtree, PwC, UST and Zensar are named as Leaders in one quadrant each
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