ISG to detail study findings at ISG
Xperience Summit, May 15–16 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
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 the ISG Xperience Summit, May 15–16, at the San Francisco
Marriott Union Square in San Francisco.
The 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’s strategic direction, and 53 percent say they
intend to “completely protect” customer experience from cost
optimization programs.
“Enterprises have successfully created friction-free experiences
that are consistent across physical and digital platforms. Now
they’re challenged by their customers to not only maintain but
exceed that experience,” said Sush Apshankar, practice lead, ISG
Data Analytics and AI/ML, and co-host of the ISG Xperience Summit.
“In 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.”
Bill Schlough, senior vice president and CIO of the San
Francisco Giants, will deliver the day-one keynote address, “The
Fan Experience: A Whole New Ballgame,” with strategies for keeping
customers engaged even during non-winning seasons.
Among 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.
Day 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.
On day two, Alex Genov, head of marketing insights and customer
research for online shoe and clothing retailer Zappos, will deliver
the keynote address, “Giving Customers a Voice in a World Full of
Numbers.” 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.
Also on day two, a panel discussion, “Driving Brand Loyalty and
Trust through Customer-centric Ecosystems,” 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.
“Brand 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,” said Pratibha
Salwan, director, ISG Travel, Transportation, Hospitality/Leisure
and Logistics and co-host of the event. “Technology 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.”
Salwan 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.
Day 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’s Global ISV Lead, Sustainability Denise Pearl;
Kraft Heinz’s Global Head of Employee Digital Experience Tope
Sadiku, and Comcast’s Executive Director, Supply Chain Strategy and
Solutions Raj Rege.
The 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.
The ISG Xperience Summit is sponsored by IBM, Wipro, Cognigy and
HTC. CIOInsights, CIOReview and the TBM Council are media
sponsors.
Additional information and registration are available on the
event website.
About ISG
ISG (Information Services Group) (Nasdaq: III) 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’s 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—a
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’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20230424005635/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
Information Services (NASDAQ:III)
Historical Stock Chart
From Apr 2024 to May 2024
Information Services (NASDAQ:III)
Historical Stock Chart
From May 2023 to May 2024