AI transformation and streamlined data
management are deemed essential for large enterprises in the U.K.,
ISG Provider Lens™ report says
Once primarily the domain of small and midmarket companies,
Salesforce marketing automation tools have become a top priority
for larger U.K. enterprises intent on cultivating customer trust
and loyalty, according to a new research report published today by
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.K. finds that U.K. enterprises are seeking more efficient
ways of using customer data to increase retention, loyalty and
customer lifecycle value. Salesforce service providers are
responding with solutions that target sector-specific use cases and
leverage GenAI, automation and other cutting-edge technologies, the
ISG report says.
“The U.K. market is a vibrant space for Salesforce ecosystem
partners,” said Anthony Drake, partner and head of UK and Ireland
for ISG. “The fierce competition inspires providers to innovate and
explore new avenues, increasing the presence and reach of
Salesforce within companies based in this market.”
The sudden advent of ChatGPT in November 2022 triggered
immediate reactions from C-suite executives, with many companies
jumping on the AI bandwagon and deciding to accelerate their
investment plans in AI for the coming years, the report says.
For its part, Salesforce recognized the ascent of ChatGPT as an
inflection point in technology history that required a strategic
response, and quickly launched Einstein GPT, a GenAI solution for
CRM, in the first quarter of 2023, the ISG report says. By the
middle of last year, Salesforce was actively repositioning itself
as the company of “AI + Data + CRM + Trust,” the report notes. That
declaration was followed by the launch of Salesforce Data Cloud,
able to combine data points from disparate data sources. Salesforce
partners recognized the maturity and functional richness of Data
Cloud, given its origins in the Marketing Cloud suite, ISG
says.
“AI transformation and streamlined data management are the next
frontiers for large enterprises in the U.K.,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “Cloud
migration and digital transformation are critical foundations for
the future of these businesses.”
The report also examines the diverse range of methodologies,
frameworks and tools that Salesforce providers are using to
streamline processes and increase efficiency.
For more insights into the Salesforce ecosystem challenges
facing enterprises in the U.K., including optimizing Salesforce’s
complex licensing landscape and making the most of its AI
capabilities, and ISG’s advice for addressing them, see the ISG
Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.K. evaluates the capabilities of 50 providers across six
quadrants: Multicloud Implementation and Integration Services for
Large Enterprises, Implementation Services for Core Clouds —
Midmarket, Implementation Services for Marketing Automation,
Managed Application Services for Large Enterprises, Managed
Application Services for Midmarket and Implementation Services for
Industry Clouds.
The report names Accenture, Capgemini, Cognizant, Infosys, TCS
and Wipro as Leaders in four quadrants each, while IBM is named as
a Leader in three quadrants. BearingPoint, Credera, Globant,
HCLTech, Hexaware, PwC, Reply, Sabio Group and Zensar are named as
Leaders in two quadrants each, while Coforge, Deloitte, Pracedo and
VRP Consulting are named as Leaders in one quadrant each.
In addition, OSF Digital, PwC, Tech Mahindra, UST and VASS are
named as Rising Stars — companies with a “promising portfolio” and
“high future potential” by ISG’s definition — in one quadrant
each.
In the area of customer experience, Hexaware is named the global
ISG CX Star Performer for 2024 among Salesforce ecosystem partners.
The provider earned the highest customer satisfaction scores in
ISG's Voice of the Customer survey, which is part of the ISG Star
of Excellence™ program, the premier quality recognition for the
technology and business services industry.
Customized versions of the report are available from Cognizant
and Hexaware.
The 2024 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.K. 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 AI and 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 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/20240412383497/en/
Press Contacts:
Sarah Ye, ISG +44 7833 567868 sarah.ye@isg-one.com
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
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