Star of Excellence

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nav-cta" action="/contact-us" method="get" novalidate="novalidate"> <div class="input-group"> <input type="hidden" class="contact-cta form-control" name="Web_Page_Referrer__c"> <div class="input-group-append"> <button type="submit" class="contact-btn btn btn-block btn-teal px-4" formaction="/contact-us">Contact Us</button> </div> </div> </form> </div> </div> </header> <main id="content" role="main"> <div id="BodyPlaceholder_T656B8593017_Col00" class="sf_colsIn position-relative space-top-3 bg-darkblue common-header overflow-hidden" data-sf-element="Container" data-placeholder-label="Container"><div id="BodyPlaceholder_T656B8593007_Col00" class="sf_colsIn container space-bottom-3 position-relative z-index-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row align-items-center" data-sf-element="Row"> <div id="BodyPlaceholder_T656B8593018_Col00" class="sf_colsIn col-md-6 mb-7 mb-md-0" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h1 class="mb-4">ISG Star of Excellence™</h1><h5 class="text-white">Recognizing excellence and providing an industry benchmark for the highest standards of client service excellence and customer centricity. </h5> </div><div class="row" data-sf-element="Row"> <div id="BodyPlaceholder_C024_Col00" class="sf_colsIn col-lg-4" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <a data-sf-ec-immutable="" href="https://surveys.isg-one.com/survey/selfserve/48f8/241010?list=1&user_company=$user_company&user_fname=$user_fname&user_lname=$user_lname&user_email=$user_email&uu_id=$uu_id" target="_blank" class="btn btn-primary">Submit Survey (Enterprises) <em class="fas fa-angle-right fa-sm ml-1"></em></a> </div> </div> <div id="BodyPlaceholder_C024_Col01" class="sf_colsIn col-lg-4" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <a class="btn btn-primary my-3 my-lg-0" href="/providers/star-of-excellence/nominate">Nominate Client (Providers) <em class="fas fa-angle-right fa-sm ml-1"></em></a> </div> </div> <div id="BodyPlaceholder_C024_Col02" class="sf_colsIn col-lg-4" data-sf-element="Column 3" data-placeholder-label="Column 3"> <div > <a class="btn btn-primary" href="/providers/star-of-excellence/2024-awards">2024 Awards<em class="fas fa-angle-right fa-sm ml-1"></em></a> </div> </div> </div> </div> </div> </div> <div id="BodyPlaceholder_T656B8593019_Col00" class="sf_colsIn side-violator" data-sf-element="Container" data-placeholder-label="Container"> <img class="topbar" src="/images/default-source/resourcepackages/isg2021/svg/components/topbar.svg?sfvrsn=7e14dc31_2" title="TopBar" alt="TopBar" /> <img class="violator-img" src="/images/default-source/default-album/star-of-excellence-homepage.png?sfvrsn=b7cfaa31_0" title="Star of Excellence Homepage" alt="Star of Excellence Homepage" /> <img class="bottombar" src="/images/default-source/resourcepackages/isg2021/svg/components/bottombar.svg?sfvrsn=7f14dc31_2" title="BottomBar" alt="BottomBar" /> </div> </div> <div id="BodyPlaceholder_T656B8593010_Col00" class="sf_colsIn container platform-stats card" data-sf-element="Container" data-placeholder-label="Stats Card"> </div> <div id="BodyPlaceholder_C010_Col00" class="sf_colsIn container space-top-5" data-sf-element="Container" data-placeholder-label="Container"><div class="row space-bottom-2" data-sf-element="Row"> <div id="BodyPlaceholder_C021_Col00" class="sf_colsIn col-lg-7" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>Independent Recognition of Excellent Service Delivery</h2><div><p><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">ISG believes it is critically important to recognize providers who are consistently delivering outstanding customer experiences. That's why we've been sponsoring the ISG Star of Excellence research and awards program since 2018. By <strong>making customer experience a key competitive differentiator</strong>, the Star of Excellence encourages the broader industry to make this a key focus area. </span></p><p><a data-sf-ec-immutable="" class="btn btn-primary mb-3 mb-md-0" href="#faqs">Frequently Asked Questions</a>       <a class="btn btn-primary" href="/providers/star-of-excellence/cx-insights">CX Insights Reports</a><br /></p></div> </div> </div> <div id="BodyPlaceholder_C021_Col01" class="sf_colsIn col-lg-5" data-sf-element="Column 2" data-placeholder-label="Column 2"> <img src="/images/default-source/default-album/six-pillars-of-excellence-star-of-excellence.png?sfvrsn=7e60aa31_0" title="six pillars of excellence star of excellence" alt="six pillars of excellence star of excellence" /> </div> </div> </div> <div id="BodyPlaceholder_T656B8593014_Col00" class="sf_colsIn bg-light" data-sf-element="Container" data-placeholder-label="Container"><div id="BodyPlaceholder_T656B8593015_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="BodyPlaceholder_C031_Col00" class="sf_colsIn col-lg-5" data-sf-element="Column 1" data-placeholder-label="Column 1"><div class="img-blue"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image:url('/images/default-source/default-album/modernizing-your-customer-experience.jpg?sfvrsn=1fb3de31_0')"></div> </div> </div> <div id="BodyPlaceholder_C031_Col01" class="sf_colsIn col-lg-7" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <h3>CX Research Informs our Quadrant Reports & Advisors</h3><p><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">The Star of Excellence program gathers crucial data used to evaluate providers in our ISG Provider Lens reports. This information, along with direct advisor feedback, informs ISG Research analysts about customer experiences with various service and technology providers. ISG advisors also use these insights in sourcing and consulting engagements. To ensure our information about customer experience is up to date, </span>providers can nominate clients to participate, and enterprise clients can register independently to provide feedback.<br /></p> </div> <div > <a href="/research/isg-provider-lens" class="btn btn-primary">About Provider Lens<em class="fas fa-angle-right fa-sm ml-1"></em></a> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C033_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C034_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <div><div><h2 style="text-align:center;"><strong>Get Involved</strong> with the ISG Star of Excellence™ Program<span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;"></span></h2></div><p style="text-align:center;"><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Based on customer experience scores, top providers receive overall Star of Excellence awards. </span></p><p style="text-align:center;"><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">We also award performance by technology, industry, emerging technology, and regional categories. </span></p><p style="text-align:center;"><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;"> </span></p></div> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C035_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <div><h4 style="text-align:center;"><img src="/images/default-source/default-album/soe-star-icon.png?sfvrsn=cd61aa31_0" width="200" alt="soe star icon" /><strong></strong></h4><h4 style="text-align:center;"><strong> </strong></h4><h4 style="text-align:center;"><strong>Participate</strong></h4><p style="text-align:center;"><strong>For Enterprises</strong></p><p style="text-align:center;"><strong></strong><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Participation is open throughout the year. The survey will take less than 15 minutes to complete. Upon completion, you will receive an ISG Provider Lens™ report of your choosing as a thank you for your time. </span></p></div> </div> <div > <p style="text-align:center;"><a class="btn btn-primary" href="https://surveys.isg-one.com/survey/selfserve/48f8/241010?list=1&user_company=$user_company&user_fname=$user_fname&user_lname=$user_lname&user_email=$user_email&uu_id=$uu_id" target="_blank" data-sf-ec-immutable="">Submit the Survey <em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> </div> <div id="MainPlaceholder_C035_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <div><h4 style="text-align:center;"><img src="/images/default-source/default-album/soe-star-icon.png?sfvrsn=cd61aa31_0" width="200" alt="soe star icon" /></h4><h4 style="text-align:center;"> </h4><h4 style="text-align:center;">Nominate</h4><p style="text-align:center;"><strong>For Providers</strong></p><p style="text-align:center;"><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">CX insights influence your position in the ISG Provider Lens quadrants and the analyst and consultant perception in the sourcing business. Nominate a client to tell us about your customer experience today.</span></p></div> </div> <div > <p style="text-align:center;"><a class="btn btn-primary" href="/providers/star-of-excellence/nominate">Nominate Your Clients <em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> </div> </div> </div> <div id="MainPlaceholder_C043_Col00" class="sf_colsIn bg-light space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C044_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"> <div > <h2>Enterprise CX Insights</h2><p>The Enterprise CX Insights report highlights key trends in customer expectations and factors defining and changing customer experience in the IT and BPO technology and service industries. These quarterly research reports will provide insight into CX trends across industries, tech and regions. </p> </div> <div class="row mb-5"> <div class="col-12 "> <article class="featured-insight"> <a class="featured-insight-container row" href="https://isg-one.com/research/articles/isg-star-of-excellence--cx-insights-1q24"> <div class="col-lg-6 col-md-4 pr-md-0 overflow-hidden"> <figure class="position-absolute right-0 z-index-4 h-100 dk" style="top:calc(50% - 200px);"> <svg xmlns="http://www.w3.org/2000/svg" width="180" height="400" viewBox="0 0 90 400" fill="none"> <path d="M132 0H0L120.5 200L0 400H132V0Z" fill="#001638"></path> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="card-img-top featured-insight-img background-img-grayscale" style="background-image: url(/images/default-source/default-album/isg-star-of-excellence-cx-insights-1q24.tmb-th892-450.jpg?Culture=en&sfvrsn=493ad531_1);"> </div> </div> </div> <div class="col-lg-6 col-md-8 pl-md-0"> <div class="card-body bg-darkblue h-100"> <h3 class="h5"> ISG Star of Excellence™ CX Insights 1Q24 </h3> <div> <p>Welcome to the sixth edition of the ISG Star of Excellence™ CX Insights, the first in a series of quarterly reports for 2024 to shed light on how enterprise buyers perceive their IT and business services providers. </div> <span class="font-size-1 link font-weight-bold text-lightblue"><u>Learn More</u></span> </div> </div> </a> </article> </div> </div> <div class="row mb-3">  <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/research/articles/isg-star-of-excellence--annual-2023-cx-insights" > <div class="card-body"> <h3 class="h6"> ISG Star of Excellence™ Annual 2023 CX Insights </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/research/articles/isg-star-of-excellence-cx-insights-3q23" > <div class="card-body"> <h3 class="h6"> ISG Star of Excellence™ CX Insights 3Q23 </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/research/articles/isg-star-of-excellence-cx-insights-2q23" > <div class="card-body"> <h3 class="h6"> ISG Star of Excellence™ CX Insights 2Q23 </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/research/articles/isg-star-of-excellence-cx-index-1q23" > <div class="card-body"> <h3 class="h6"> ISG Star of Excellence™ CX Insights 1Q23 </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>  </div> </div> </div> <div id="MainPlaceholder_C052_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row space-bottom-1" data-sf-element="Row"> <div id="MainPlaceholder_C064_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2 style="text-align:center;">Stay Connected</h2> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C060_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <p><img src="/images/default-source/default-album/star-of-excellence-webinar.png?sfvrsn=186caa31_1" style="display:block;margin-left:auto;margin-right:auto;" width="400" alt="star of excellence webinar" /></p> </div> <div > <h4 style="text-align:center;">Featured Webinar</h4><p style="text-align:center;"><span style="background-color:transparent;color:inherit;font-family:inherit;font-size:inherit;text-align:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Watch latest program updates and gear up for the Sourcing Industry Awards.</span></p><p style="text-align:center;"><a target="_blank" class="btn btn-primary" href="https://www.youtube.com/watch?v=JNWo7OftsWY&t=297s" data-sf-ec-immutable="">Watch Webinar<em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> </div> <div id="MainPlaceholder_C060_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <p><img src="/images/default-source/default-album/star-of-excellence-sourcing-industry-awards.png?sfvrsn=546caa31_1" style="display:block;margin-left:auto;margin-right:auto;" width="400" alt="star of excellence sourcing industry awards" class="-align-center" /></p> </div> <div > <div><h4 style="text-align:center;">Sourcing Industry Awards</h4><p style="text-align:center;"><span style="background-color:transparent;color:inherit;font-family:inherit;font-size:inherit;text-align:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">The ISG Star of Excellence Awards, a subset of the ISG Sourcing Industry Awards, is the leading recognition program in the technology and business services industry.</span></p></div><div><p style="text-align:center;"><strong>Next: September 25, 2024</strong></p></div><p style="text-align:center;"><a data-sf-ec-immutable="" href="https://sourcingindustryawards.isg-one.com/2024" class="btn btn-primary">Register Now <em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> </div> </div> </div> <div id="MainPlaceholder_C051_Col00" class="sf_colsIn bg-light space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C053_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row align-items-center" data-sf-element="Row"> <div id="MainPlaceholder_C055_Col00" class="sf_colsIn col-lg-4" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>Key Dates</h2> </div> <div > <div>The Star of Excellence program is designed to run throughout the year. The global award survey collects data from November to the end of September.</div> </div> </div> <div id="MainPlaceholder_C055_Col01" class="sf_colsIn col-lg-8" data-sf-element="Column 2" data-placeholder-label="Column 2"> <img src="/images/default-source/default-album/soe-key-dates-2024.png?sfvrsn=b563aa31_0" title="soe key dates 2024" alt="soe key dates 2024" /> </div> </div> </div> </div> <div id="MainPlaceholder_C066_Col00" class="sf_colsIn bg-light space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C067_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C072_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <a data-sf-ec-immutable="" name="faqs"></a><h2>Frequently Asked Questions <img src="/images/default-source/default-album/magnify-blue.svg?sfvrsn=c247d331_0" style="background-color:transparent;color:var(--color-h2);font-family:inherit;font-size:var(--font-size-h2);text-align:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;" width="80" alt="magnify blue" /></h2><div class="accordion" id="accordionExample"><div class="card"><div class="card-header" id="heading1"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse1" aria-expanded="false" aria-controls="collapse1"><strong>How many clients can I nominate?</strong></button></p></div><div id="collapse1" class="collapse" aria-labelledby="heading1" data-parent="#accordionExample"><div class="card-body"><p>As many as possible. There is no cap on the minimum and maximum number of clients to be nominated. Every response count and each client response received during the ISG Provider Lens™ research phase is leveraged by the respective analysts to place the provider on the quadrant. To qualify for the CX Star Performer recognition for the report, a provider must have five client responses. Providers that nominate more clients can present more diversity in their client representation and the ISG Star of Excellence™ methodology assigns a trust factor while calculating the CX scores that depend on the number of responses.</p></div></div></div><div class="card"><div class="card-header" id="heading2"><p class="mb-0"><button aria-invalid="false" class="btn btn-link valid" type="button" data-toggle="collapse" data-target="#collapse2" aria-expanded="true" aria-controls="collapse2"><strong>When can I nominate?</strong> </button></p></div><div style="" id="collapse2" class="collapse" aria-labelledby="heading2" data-parent="#accordionExample"><div class="card-body"><p>Although providers can nominate any time of the year, nominating clients during the ISG Provider Lens™ study research phase or before ensures the client responses are considered for the provider evaluation.</p></div></div></div><div class="card"><div class="card-header" id="heading3"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse3" aria-expanded="false" aria-controls="collapse3"><strong>What is the validity/duration of client feedback received in one year?</strong> </button></p></div><div id="collapse3" class="collapse" aria-labelledby="heading3" data-parent="#accordionExample"><div class="card-body"><p>A response remains valid for the ISG Provider Lens™ study cycle. While evaluating a provider in the respective ISG Provider Lens™ study, the analysts consider all the relevant responses received since the publication of the previous year’s report. ISG also considers client feedback received for three years for informing ISG advisors as they form their provider long list via the CPQ process. For the Star of Excellence Awards, feedback received only in the respective year will be considered.</p></div></div></div><div class="card"><div class="card-header" id="heading4"><p class="mb-0"><button aria-invalid="false" class="btn btn-link valid collapsed" type="button" data-toggle="collapse" data-target="#collapse4" aria-expanded="false" aria-controls="collapse4"><strong>Who can participate in the provider evaluation?</strong> </button></p></div><div style="" id="collapse4" class="collapse" aria-labelledby="heading4" data-parent="#accordionExample"><div class="card-body"><p>Any individual within an enterprise who has experience working with a provider can provide an evaluation. The ideal stakeholder is the champion or key sponsor of the relationship and/or project such as business unit leaders, IT directors or CIO / CTOs.</p></div></div></div><div class="card"><div class="card-header" id="heading5"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse5" aria-expanded="false" aria-controls="collapse5"><strong>Can an enterprise authorize the provider to take the survey?</strong></button></p></div><div id="collapse5" class="collapse" aria-labelledby="heading5" data-parent="#accordionExample"><div class="card-body"><p>No, we do not allow any evaluations from providers, even when authorized by the enterprise. Only enterprise client representatives can take the survey.</p></div></div></div><div class="card"><div class="card-header" id="heading6"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse6" aria-expanded="false" aria-controls="collapse6"><strong>How does the provider get to know about the survey completion of nominated clients?</strong> </button></p></div><div id="collapse6" class="collapse" aria-labelledby="heading6" data-parent="#accordionExample"><div class="card-body"><p>Providers can access their dashboard which provides regular updates to the providers about their client nominations and status of the survey taken. </p></div></div></div><div class="card"><div class="card-header" id="heading7"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse7" aria-expanded="false" aria-controls="collapse7"><strong>What is the data collection and management protocol?</strong></button></p></div><div id="collapse7" class="collapse" aria-labelledby="heading7" data-parent="#accordionExample"><div class="card-body"><p>Information and data collected through program will be subject to the following guidelines;</p><ul><li>All data received from the providers and the survey respondents will be treated as confidential.</li><li>All information that is published will be in aggregate format only.</li><li>ISG will not divulge any specific information either about the enterprise, provider or the survey respondents.</li><li>All data will be archived within ISG.</li></ul></div></div></div><div class="card"><div class="card-header" id="heading8"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse8" aria-expanded="false" aria-controls="collapse8"><strong>What is the frequency of Star of Excellence awards?</strong></button></p></div><div id="collapse8" class="collapse" aria-labelledby="heading8" data-parent="#accordionExample"><div class="card-body"><p>The CX Star Performer awards, which are IPL study-specific, will be announced throughout the year alongside the study results. The winners of the Overall, Universal, Regional, and CX-specific awards will be announced in October and honoured at an Awards Gala in November.</p></div></div></div><div class="card"><div class="card-header" id="heading9"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse9" aria-expanded="false" aria-controls="collapse9"><strong>Will ISG send follow up reminders to nominees?</strong></button></p></div><div id="collapse9" class="collapse" aria-labelledby="heading9" data-parent="#accordionExample"><div class="card-body"><p>ISG will send a reminder email to nominees’ id if requested by the provider.</p></div></div></div><div class="card"><div class="card-header" id="heading10"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse10" aria-expanded="false" aria-controls="collapse10"><strong>What if there is a tie for the top award?</strong></button></p></div><div id="collapse10" class="collapse" aria-labelledby="heading10" data-parent="#accordionExample"><div class="card-body"><p>In an unlikely event of a tie, ISG will compare the final scores up to two decimal points. In the highly unlikely event, there remains a tie at the second decimal point, the winner will be the provider with the most responses for the specific category.</p></div></div></div><div class="card"><div class="card-header" id="heading11"><p class="mb-0"><button class="btn btn-link valid collapsed" type="button" data-toggle="collapse" data-target="#collapse11" aria-expanded="false" aria-controls="collapse11" aria-invalid="false"><strong>Can a provider nominate the same enterprise more than once?</strong></button></p></div><div id="collapse11" class="collapse" aria-labelledby="heading11" data-parent="#accordionExample" style=""><div class="card-body"><p>Yes, but only if:<br />1. Each feedback is provided by different stakeholders.<br />2. The stakeholders represent different regions, highlighting the diversity of the services provided. </p></div></div></div><div class="card"><div class="card-header" id="heading12"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse12" aria-expanded="false" aria-controls="collapse12"><strong>From an enterprise perspective, what is the process to participate?</strong></button></p></div><div id="collapse12" class="collapse" aria-labelledby="heading12" data-parent="#accordionExample"><div class="card-body"><p>Enterprises can either participate directly or get nominated by a service provider. Enterprises can give feedback for providers of their choice directly through “Participate” section of Star of Excellence microsite. Alternatively, an enterprise can get nominated by a service provider to give feedback. On nomination, the enterprise will receive invitation with a link to participate in the Star of Excellence survey. Enterprises can give feedback to evaluate multiple providers within their ecosystem.</p></div></div></div><div class="card"><div class="card-header" id="heading13"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse13" aria-expanded="false" aria-controls="collapse13"><strong>What if the responding enterprise wishes to remain anonymous?</strong></button></p></div><div id="collapse13" class="collapse" aria-labelledby="heading13" data-parent="#accordionExample"><div class="card-body"><p>Enterprises names will not be referenced. There is no intention of using enterprise names for any reports, assessment or internal publication. However, ISG needs the respondent email address to validate the response received.</p></div></div></div><div class="card"><div class="card-header" id="heading14"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse14" aria-expanded="false" aria-controls="collapse14"><strong>Can a respondent take the survey more than once?</strong></button></p></div><div id="collapse14" class="collapse" aria-labelledby="heading14" data-parent="#accordionExample"><div class="card-body"><p>Yes, the respondent may provide client feedback for a different service line or a different provider.</p></div></div></div><div class="card"><div class="card-header" id="heading15"><p class="mb-0"><button class="btn btn-link collapsed" type="button" data-toggle="collapse" data-target="#collapse15" aria-expanded="false" aria-controls="collapse15"><strong>Why is verification needed after completing the survey?</strong></button></p></div><div id="collapse15" class="collapse" aria-labelledby="heading15" data-parent="#accordionExample"><div class="card-body"><p>Verification ensures the authenticity of the feedback provided, helping us maintain the integrity of our survey results.</p></div></div></div></div><br /><p><strong>Contact Us</strong><br />If you have any questions or need further assistance, please feel free to reach out to our support team at <a href="/cdn-cgi/l/email-protection#91e2e5f0e3d1f2e9bff8f6bcfefff4bff2fefc"><span class="__cf_email__" data-cfemail="aedddacfdceecdd680c7c983c1c0cb80cdc1c3">[email protected]</span></a> </p> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C050_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"> </div> <div id="MainPlaceholder_T656B8593005_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"> <div class="container team-cards space-2"> <div class="row d-flex mx-n2 mb-5 pl-lg-10 pr-lg-10"> <div class="col-md-6 col-xl-4"> <h2>Meet the team</h2> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-0"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/aase-janerik.jpg?sfvrsn=12e1e631_3);"></div> <h4 class="mt-2 mb-0 text-black"> Jan Erik Aase</h4> <p class="text-black"> Partner and Global Head, ISG Provider Lens / ISG Research</p> </a> </div>  <div class="modal fade" id="modal-0" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/aase-janerik.jpg?sfvrsn=12e1e631_3);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Jan Erik Aase</h2> </div> <p class="mb-0"><strong>What he does at ISG</strong><br /> <br /> Jan Erik and his team provide ISG’s advisors and its clients with essential research and insight into the rapidly evolving technology and business process outsourcing landscape, the major players and innovators in those markets and the relative competitive value they deliver. He sees his core role as empowering excellence—in his team, in ISG’s advisors’ knowledge and ability to deliver, in provider solutions and in client relationships and outcomes.<br /> <br /> <strong>Past achievements for clients</strong><br /> <br /> Since spearheading the creation of ISG Provider Lens, one of the firm’s signature research publications, Jan Erik has continuously expanded its geographic and subject matter breadth, listening to both clients and the provider community to create a truly comprehensive resource. <br /> <br /> As a research partner, principal analyst and global head of ISG Provider Lens, Jan Erik has, among his many accomplishments: <ul> <li>Advocated for and built a core team of analysts in India into a global research powerhouse, creating one of the industry's most trusted and sought-after research organizations.</li> <li>Introduced research solutions specific to the public sector, creating sophisticated and dedicated reporting and insights that deliver the depth and quality of private sector research to local and state governments.</li> <li>Leveraged his deep interest in living responsibly and sustainably to help ISG become a leader in ESG best practices, and to provide its clients with research to help them do the same across their businesses and provider networks.</li> </ul></p> <a class="btn btn-primary" href="/who-we-are/people/jan-erik-aase">View articles by Jan Erik Aase</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-1"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/henkes-heiko-sq.jpg?sfvrsn=7d23cc31_0);"></div> <h4 class="mt-2 mb-0 text-black"> Heiko Henkes</h4> <p class="text-black"> Managing Director and Head of Star of Excellence, ISG Provider Lens</p> </a> </div>  <div class="modal fade" id="modal-1" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/henkes-heiko-sq.jpg?sfvrsn=7d23cc31_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Heiko Henkes</h2> </div> <p class="mb-0"><p>Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the Global ISG Provider Lens™ (IPL) Program for all IT Outsourcing (ITO) studies alongside his pivotal role in the global IPL division as strategic program manager and thought leader for IPL Lead Analysts. <span style="background-color:transparent;color:inherit;font-family:inherit;font-size:inherit;text-align:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Additionally, Henkes heads the Star of Excellence, ISG's global customer experience initiative, steering program design and its integration with IPL and ISG’s sourcing practice. His expertise lies in guiding companies through IT-based business model transformations, leveraging his deep understanding of continuous transformation, IT competencies, sustainable business strategies, and change management in a Cloud-AI-driven business landscape. Henkes is renowned for his contributions as a keynote speaker on digital innovation, where he shares insights on leveraging technology for business growth and transformation.</span></p><p></p></p> <a class="btn btn-primary" href="/who-we-are/people/heiko-henkes">View articles by Heiko Henkes</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-2"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/mrinal-rai-sq.jpg?sfvrsn=17c6fe31_4);"></div> <h4 class="mt-2 mb-0 text-black"> Mrinal Rai</h4> <p class="text-black"> Assistant Director and Principal Analyst</p> </a> </div>  <div class="modal fade" id="modal-2" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/mrinal-rai-sq.jpg?sfvrsn=17c6fe31_4);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Mrinal Rai</h2> </div> <p class="mb-0"><p>Mrinal Rai is Assistant Director and Principal Analyst at ISG and leads research for the future of work and enterprise customer experience. His expertise is in the digital workplace, emerging technologies and the global IT outsourcing industry. He covers key areas around the Workplace and End User computing domain, viz., modernizing workplace, Enterprise mobility, BYOD, DEX, VDI, managed workplace services, service desk and modernizing IT architecture. He also focuses on unified communications collaboration as a service, enterprise social software, content collaboration, team collaboration, employee experience and productivity services and solutions. He has been with ISG for 10+ years and has 16+ years of industry experience. Mrinal works with ISG advisors and clients in engagements related to the digital workplace, unified communications and service desk. He also leads the ISG Star of Excellence<sup>TM</sup> program that tracks and analyzes enterprise customer experience in the technology industry and authors quarterly ISG CX Index reports. He is also the ISG’s official media spokesperson in India.</p> <p> </p></p> <a class="btn btn-primary" href="/who-we-are/people/mrinal-rai">View articles by Mrinal Rai</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-3"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/harinarayan-akhila-sq.jpg?sfvrsn=4e3cc331_0);"></div> <h4 class="mt-2 mb-0 text-black"> Akhila Harinarayan</h4> <p class="text-black"> Manager and Principal Analyst</p> </a> </div>  <div class="modal fade" id="modal-3" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/harinarayan-akhila-sq.jpg?sfvrsn=4e3cc331_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Akhila Harinarayan</h2> </div> <p class="mb-0"><p>Akhila Harinarayan is the lead author for ISG Provider Lens™ with a focus on Digital Business Transformation and SAP Services. She has more than 12 years of experience across research and consulting including provider strategy, enterprise strategy, industry roadmaps, point-of-view papers, service provider assessment across regions. She brings in her expertise on strategy and transformation, digital insights, thought leadership, benchmarking, market assessments and go-to-market strategies.</p> <p><a href="https://www.linkedin.com/in/akhila-harinarayan-b2b39017/">LinkedIn Profile</a></p></p> <a class="btn btn-primary" href="/who-we-are/people/akhila-harinarayan">View articles by Akhila Harinarayan</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-4"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/b-kiran-pic-sq.jpg?sfvrsn=dd65d031_0);"></div> <h4 class="mt-2 mb-0 text-black"> Kiran B</h4> <p class="text-black"> Data Analyst</p> </a> </div>  <div class="modal fade" id="modal-4" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/b-kiran-pic-sq.jpg?sfvrsn=dd65d031_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Kiran B</h2> </div> <p class="mb-0">Kiran works as a Data Analyst and has a professional experience of 7+ years. He has pursued master’s in Computer Vision and has worked in multiple fields such as IT and Hospitality. He has worked on market segmentation, customer segmentation and derived insights from customer data and had used it to generate additional revenue. He is passionate about research and analysis and has done advanced exploratory data analysis. He has also worked on data science projects such as ‘Time Series Forecasting’ and ‘Natural Language Processing’ using Neural Networks, in the past. He is currently responsible for insights derivation and automating several tasks using Python.<br /></p> <a class="btn btn-primary" href="/who-we-are/people/kiran-b">View articles by Kiran B</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-5"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/sharwin-donston-pic-sq.jpg?sfvrsn=326daa31_1);"></div> <h4 class="mt-2 mb-0 text-black"> Donston Sharwin</h4> <p class="text-black"> Lead Project Manager</p> </a> </div>  <div class="modal fade" id="modal-5" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs 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Sharwin</h2> </div> <p class="mb-0"><p>Donston Sharwin is a Lead Project Manager at ISG.</p></p> </div> </div> </div> </div>  </div> </div> </div> </div> </div> </div> </div> </main> <div id="CTAFormPlaceholder_TFF7FD39E032_Col00" class="sf_colsIn bg-blue z-index-2 position-relative overflow-hidden" data-sf-element="Container" data-placeholder-label="Container"><div id="CTAFormPlaceholder_TFF7FD39E033_Col00" class="sf_colsIn container space-1" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="CTAFormPlaceholder_TFF7FD39E034_Col00" class="sf_colsIn col-lg-4" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div class="pr-md-9 mt-3" > <h2 class="h6">Do you have a question, comment or suggestion?</h2> </div> </div> <div id="CTAFormPlaceholder_TFF7FD39E034_Col01" class="sf_colsIn col-lg-5 offset-lg-3 align-items-center d-flex flex-column" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div 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