Cultural, ethical and regulatory challenges
are moderating the expansion of generative AI throughout European
industries, ISG Provider Lens™ report says
Europe’s intelligent automation landscape is entering a new
phase, driven by enterprise demand for hyperautomation and the
emergence of generative AI (GenAI) as a major technology disruptor,
according to a new research report published today by Information
Services Group (ISG) (Nasdaq: III), a leading global technology
research and advisory firm.
The 2023 ISG Provider Lens™ Intelligent Automation – Services
and Solutions report for Europe finds European enterprises are
pursuing the ability to drive end-to-end intelligent automation
across complex processes and organizational functions. Companies
view this so-called hyperautomation as key to advancing their more
comprehensive digital transformation efforts and are turning to
service providers to both ease and expedite the transition, the ISG
report says.
“Intelligent automation service providers bring important
strategic consulting and industry expertise to these
hyperautomation initiatives,” said James Ewing, director, ISG
Automation, in EMEA. “They advise on the correct sequencing and
prioritization of automation candidates, implement industry and
domain use cases and, importantly, help address the broader
organizational culture and workforce disruptions that intelligent
automation inevitably creates.”
Although hyperautomation is a growing trend, by far the biggest
disruptor is the emergence of GenAI and large language models
(LLMs), the ISG report says. GenAI is set to revolutionize nearly
every aspect of how intelligent automation is done within
organizations, including advanced search and knowledge
assembly, prediction and simulation and creative work, such
as generating custom emails, research reports and software
code, ISG says.
Most leading providers are already investing significantly in
GenAI capabilities and developing an extensive set of use cases for
GenAI that can be used in intelligent automation initiatives, the
ISG report says. Despite the promise of GenAI and hyperautomation,
many obstacles remain, including regulatory and ethical issues as
well as cultural challenges, which can be especially acute in
Europe’s diverse environment, the report says. Automation solutions
typically need to be localized and must respect language and
cultural differences, ISG says.
“Enterprises in Europe are still grappling with intelligent
automation’s human and cultural implications,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “As a
result, they are looking to service providers for their change
management capabilities as they seek to navigate these
organizational and cultural challenges.”
The report also examines how service providers are efficiently
orchestrating next-generation automation technologies across hybrid
and multicloud environments.
The 2023 ISG Provider Lens™ Intelligent Automation – Services
and Solutions report for Europe evaluates the capabilities of 37
providers across three quadrants: Intelligent Enterprise
Automation, Artificial Intelligence for IT Operations (AIOps) and
Next-Gen Automation.
The report names Accenture, Capgemini and Tietoevry as Leaders
in all three quadrants, while Cognizant, HCLTech, TCS and Wipro are
named as Leaders in two quadrants each. Eviden (Atos) and Infosys
are named as Leaders in one quadrant each.
In addition, EXL and Wipro are named as Rising Stars — companies
with a “promising portfolio” and “high future potential” by ISG’s
definition — in one quadrant each.
Customized versions of the report are available from Capgemini
and Tietoevry.
The 2023 ISG Provider Lens™ Intelligent Automation – Services
and Solutions report for Europe is available to subscribers or for
one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240201902549/en/
Press Contacts:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Philipp Jaensch, ISG +49 151 730 365 76
philipp.jaensch@isg-one.com
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