User and Client Experience Assessment | Relationship Benchmarking

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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_TE527F9F2019_Col00" class="sf_colsIn position-relative space-top-2 bg-darkblue common-header overflow-hidden" data-sf-element="Container" data-placeholder-label="Container"><div id="BodyPlaceholder_TE527F9F2020_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_TE527F9F2021_Col00" class="sf_colsIn col-md-8 mb-7 mb-md-0 pr-md-9" data-sf-element="Column 1" data-placeholder-label="Headline and intro"> <div > <p><span class="d-block font-weight-bold text-cap mb-2 text-lt-blue">Advisory</span></p><h1 class="mb-4">Experience Assessment Services</h1><h4>Measuring your strategic relationships and workforce experience</h4> </div> </div> </div> </div> <div id="BodyPlaceholder_TE527F9F2068_Col00" class="sf_colsIn side-violator z-index-1" 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/experience-assessment-center.svg?sfvrsn=321ed031_0" title="experience assessment center" alt="line art of a clipboard and pen, connotating assessment" /> <img class="bottombar" src="/images/default-source/resourcepackages/isg2021/svg/components/bottombar.svg?sfvrsn=7f14dc31_2" title="BottomBar" alt="BottomBar" /> </div> </div> <div id="MainPlaceholder_TE527F9F2072_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2022_Col00" class="sf_colsIn col-12 mb-3 mb-md-0 top-story-slider z-index-4" data-sf-element="Column 1" data-placeholder-label="Top Story"> <div class="top-story mt-n11"> </div> <div class="card h-100 bg-lightblue p-md-6" > <div class="card-body"><p><span class="d-block font-weight-black text-cap mb-2 text-darkblue">Top Story</span></p><h2 class="h3 mb-4">Time to Assess Your Enterprise-Provider Relationships?</h2><p>We all know how hard it is to establish and maintain any type of good relationship, and that includes how tough it is to make sure the relationships between a company and its providers stay positive. How confident are you in the strength of your client-provider relationships? Are you helping each other to be successful? Will the relationship continue into the future? Take this self-assessment to benchmark your own relationship and learn more about where you could improve.</p><p><a class="btn btn-primary" href="#AssessSurvey">Take the Self-Assessment</a></p><p> </p></div> </div> </div> </div> </div> <div id="MainPlaceholder_TE527F9F2026_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Main content"><div id="MainPlaceholder_C109_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"> <div > <h2>Elevate the <strong>Experience & Value </strong>of Your Strategic Partnerships and Services<br /></h2> </div><div class="row space-1" data-sf-element="Row"> <div id="MainPlaceholder_C143_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <div style="float:right;margin-left:20px;"></div><p>Usually, it all starts off on the right foot. But when services fall short or relationships fray, performance and productivity suffer. A competitive rebid can cost millions, and it can be difficult to put your finger on exactly where an experience or relationship is faltering or where to invest to ensure the greatest ongoing value. So, how do you assess and optimize your relationships with providers, shared services and workforce? </p><p>ISG offers a <strong>customized and comprehensive assessment </strong>that diagnoses the current situation – what is working, what is not working and what can be optimized. We help companies and their providers learn more about the health of their <strong>partner relationships</strong> and <strong>workforce experiences</strong> through diagnostic data and benchmarking. We also offer <strong>leadership-alignment optimization</strong> since more than 90 percent of IT projects over $10 million fail to achieve their potential, with alignment and lack of it as a documented root cause.</p> </div> </div> <div id="MainPlaceholder_C143_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <div class="videoWrapper"><iframe width="560" height="315" src="https://www.youtube.com/embed/BeEXTDTapd0" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen=""></iframe></div> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C110_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h4>You get concrete recommendations toward improvement and renewals.<br /></h4><p><a class="btn btn-primary" href="/contact-us">Contact Us to Learn More</a>        <a class="btn btn-primary" href="/docs/default-source/default-document-library/experience-assessment-center-leave-behind.pdf?sfvrsn=c74cd131_2" title="Read Our Brochure">Read Our Brochure</a></p> </div> </div> </div> </div> </div> <div > <div id="AssessSurvey"></div> </div><div id="MainPlaceholder_C164_Col00" class="sf_colsIn bg-dark space-1" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C165_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"> <div data-tf-live="01HGS5N5HTTKN830HAB89WFZ1Q"></div><script src="//embed.typeform.com/next/embed.js"></script> </div> </div> <div id="MainPlaceholder_C028_Col00" class="sf_colsIn bg-light" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C036_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"> <div > <p><span class="d-block font-weight-bold text-cap mb-2 text-lt-blue">what we do</span></p><h2>Gauge & recalibrate the lived experience of your <strong>partnerships & workforce</strong><br /></h2> </div><div class="row space-1" data-sf-element="Row"> <div id="MainPlaceholder_C145_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':300,'MaxHeight':150,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="300" height="150" src="/images/default-source/default-album/1improveworkforceexp@1x-fix.svg?sfvrsn=652cd031_0&MaxWidth=300&MaxHeight=150&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=D607CB4E102AA8EA8CF23E3B75ECBC19491D68F6" alt="icon of two hands shaking and/or grasped together in dark blue outline" title="1improveworkforceexp@1x+fix" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /> </div> <div > <h4 style="text-align:center;">Partnership Experience Assessment</h4><p style="text-align:center;">Deepen your understanding of your company's strategic relationships and get recommendations for optimization.</p> </div> </div> <div id="MainPlaceholder_C145_Col01" class="sf_colsIn col-lg-3" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':250,'MaxHeight':150,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="250" height="150" src="/images/default-source/default-album/2understanddigijourney@1x.svg?sfvrsn=366fd031_0&MaxWidth=250&MaxHeight=150&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=878268FBCA5BE612F3264EB61A2ED10887330026" alt="2UnderstandDigiJourney@1x" title="2UnderstandDigiJourney@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /> </div> <div > <h4 style="text-align:center;">Shared Services Experience Assessment</h4><p style="text-align:center;">Help IT and other internal, shared services enable the business units they serve and develop strategic partnerships.<br /></p> </div> </div> <div id="MainPlaceholder_C145_Col02" class="sf_colsIn col-lg-3" data-sf-element="Column 3" data-placeholder-label="Column 3"> <div > <img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':200,'MaxHeight':150,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="200" height="150" src="/images/default-source/default-album/8baselineperformance@1x.svg?sfvrsn=3c6dd031_0&MaxWidth=200&MaxHeight=150&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=F6E18E93783288BC881CBB2E6184AF95CE5907D1" alt="8BaselinePerformance@1x" title="8BaselinePerformance@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /> </div> <div > <h4 style="text-align:center;">Workforce Experience Assessment</h4><p style="text-align:center;">Evaluate your workforce satisfaction with services, tools and experiences to increase talent retention and productivity.</p> </div> </div> <div id="MainPlaceholder_C145_Col03" class="sf_colsIn col-lg-3" data-sf-element="Column 4" data-placeholder-label="Column 4"> <div > <img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':200,'MaxHeight':150,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="200" height="150" src="/images/default-source/default-album/2023-leadership-alignment-icon.svg?sfvrsn=9adcd131_2&MaxWidth=200&MaxHeight=150&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=89F47BCD0852E03D07892B83E47BFC1BAF4A1F16" alt="2023 Leadership Alignment Icon" title="2023 Leadership Alignment Icon" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /> </div> <div > <h4 style="text-align:center;">Leadership-Alignment Optimization</h4><p style="text-align:center;">Make sure leaders are on the same page for initiatives and optimal everyday business outcomes.</p> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C095_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <p style="text-align:center;">Want to learn more about how we can help you assess and elevate your strategic relationships and workforce experiences?</p><p style="text-align:center;"><a class="btn btn-primary" href="/contact-us"><strong>Contact Us</strong></a></p> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C092_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_C004_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <p><span class="d-block font-weight-bold text-cap mb-2 text-lt-blue">How We Do It</span></p><h2><strong>Find out</strong> what's working, what's not working and <strong>what can be optimized</strong></h2> </div><div id="MainPlaceholder_C115_Col00" class="sf_colsIn container space-1" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C116_Col00" class="sf_colsIn bg-light space-1" data-sf-element="Container" data-placeholder-label="Container"><div class="row align-items-center mr-1 ml-1" data-sf-element="Row"> <div id="MainPlaceholder_C121_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h3>Investigate</h3><h4>An assessment specific to your unique context<br /></h4> </div> </div> <div id="MainPlaceholder_C121_Col01" class="sf_colsIn col-lg-9" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <ol><li>Leveraging our proprietary library of industry- and tower-specific questions, we help you uncover the root causes of sticky operational issues.</li><li>Our expertise across both technology stacks and industry verticals allows us to create a targeted assessment for your business needs. </li></ol> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C113_Col00" class="sf_colsIn container space-bottom-1" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C114_Col00" class="sf_colsIn bg-primary text-white space-1" data-sf-element="Container" data-placeholder-label="Container"><div class="row align-items-center mr-1 ml-1" data-sf-element="Row"> <div id="MainPlaceholder_C132_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h3 style="text-align:left;" class="text-white">Interpret</h3><h4 style="text-align:left;" class="text-white">Diagnostics from a wide range of sources<br /></h4> </div> </div> <div id="MainPlaceholder_C132_Col01" class="sf_colsIn col-lg-9" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <ol><li>We'll quickly get to the origin of your pain points by analyzing findings from several sources, like quantitative assessments, qualitative surveys, market intelligence and benchmarking data.</li><li>From there, ISG helps you understand the complex nuances of interconnected problems and areas of potential growth in partner relationships and/or workforce experiences.</li></ol> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C117_Col00" class="sf_colsIn container space-bottom-1" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C118_Col00" class="sf_colsIn bg-dark text-white space-1" data-sf-element="Container" data-placeholder-label="Container"><div class="row align-items-center mr-1 ml-1" data-sf-element="Row"> <div id="MainPlaceholder_C119_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h3>Act</h3><h4>On-the-ground support for positive change<br /></h4> </div> </div> <div id="MainPlaceholder_C119_Col01" class="sf_colsIn col-lg-9" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <ol><li>Clients rely on our deep history and relationships with the provider ecosystem, as well as our enterprise change (OCM), business operations, cost optimization and future of work practices, to optimize partnerships and experiences. </li><li>After providing recommendations, next steps can be self-serve, or our trusted independent advisory can help you move from action plan to action.</li></ol> </div> </div> </div> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C075_Col00" class="sf_colsIn container space-bottom-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C129_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>Why Choose ISG?</h2><p>ISG has completed <strong>200-plus relationship-health engagements over about a decade</strong>, helping organizations assess and improve their relationships and workforce experience. The assessment itself is a rapid and enlightening experience, and the results are customized to your business and <strong>actionable immediately upon handover</strong>. You get recommendations that are easy to consume, solution-centric and prioritized for your organization, so you’ll know where to focus your limited resources – and exactly how to <strong>make your next move</strong>.<br /></p> </div> </div> </div> <div class="row align-items-center" data-sf-element="Row"> <div id="MainPlaceholder_C074_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h4>Key Features</h4><p>ISG’s Experience Assessment Center provides an objective, independent and proven approach to understanding the health of client/provider relationships and workforce experience.<br /></p> </div> </div> <div id="MainPlaceholder_C074_Col01" class="sf_colsIn col-lg-9" data-sf-element="Column 2" data-placeholder-label="Column 2"><div id="MainPlaceholder_C084_Col00" class="sf_colsIn bg-light ml-1 mr-1 space-1" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C008_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <table style="width:333.5px;"><tbody><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/4standardadizedquantative@1x9129ba95f6446a14bdc7ff0100f6f5b0.svg?sfvrsn=986dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=BA0C6D069005EBFDDC5528081DB708AE37B31AAA" alt="4StandardadizedQuantative@1x" title="4StandardadizedQuantative@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Standardized quantitative questions</strong> diagnose common problems, benchmarked against the market</p></td></tr><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/6thematicanalysis@1x.svg?sfvrsn=2c6dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=6D96B1F05DE82AEC0E239DD0F784DD1E487B3AEE" alt="6ThematicAnalysis@1x" title="6ThematicAnalysis@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Thematic analysis</strong> on <strong>qualitative feedback</strong>, such as pain points & change needs</p></td></tr><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/8baselineperformance@1x.svg?sfvrsn=3c6dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=86A6AB3A8C4EC467061DA41BFD88482986E8DD17" alt="8BaselinePerformance@1x" title="8BaselinePerformance@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Baseline </strong><strong>of </strong><strong>performance </strong>that can help measure impact of OCM activities<br /></p></td></tr></tbody></table> </div> </div> <div id="MainPlaceholder_C008_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <table style="width:333.5px;"><tbody><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/5reccsfromisg@1x.svg?sfvrsn=546dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=E2A4A7848C9CCC168C3395D8A4049CE5A80E4103" alt="5ReccsfromISG@1x" title="5ReccsfromISG@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Recommendations from ISG</strong> on best practices derived from broader industry experience</p></td></tr><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/7target_b@1x.svg?sfvrsn=646dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=963D72F3EB02E8CA734AFF683061CFC87ED8C205" alt="7Target_b@1x" title="7Target_b@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Targeted focus</strong> on how to address your key challenges</p></td></tr><tr style="height:20%;"><td style="width:30.3576%;text-align:center;"><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':50,'MaxHeight':50,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="50" height="50" src="/images/default-source/default-album/9identificationsnextsteps@1x.svg?sfvrsn=746dd031_0&MaxWidth=50&MaxHeight=50&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=E258687E55C2C769CFDC74CF69EB2AF1257207E5" alt="9IdentificationsNextSteps@1x" title="9IdentificationsNextSteps@1x" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></td><td style="width:69.6506%;"><p><strong>Identification of next steps </strong>to drive improvements and position the relationships for success<br /></p></td></tr></tbody></table> </div> </div> </div> </div> </div> </div> </div> <div id="MainPlaceholder_TE527F9F2002_Col00" class="sf_colsIn gradient-x-three-sm-primary" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_TE527F9F2050_Col00" class="sf_colsIn container space-top-md-2 space-bottom-2 space-bottom-lg-3" data-sf-element="Container" data-placeholder-label="Container"><div class="row mb-5" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2051_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2 class="mb-0">Featured Insights</h2> </div> </div> </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/advisory/experience-assessment-center/articles/knowing-me-knowing-you-theory-of-human-mind-and-ai-interactions"> <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/theory-human-mind-ai-interactions.tmb-th892-450.jpg?Culture=en&sfvrsn=14c9d431_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"> Knowing Me, Knowing You: Theory of Human Mind and AI Interactions </h3> <div> <p>According to ISG’s 2023 Future Workplace study, 85% of enterprises believe that investment in generative AI technology in the next 24 months is important or critical. </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="/advisory/experience-assessment-center/articles/why-leadership-alignment-is-critical-in-fast-changing-times" > <div class="card-body"> <h3 class="h6"> Why Leadership Alignment Is Critical in Fast-Changing Times </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="/advisory/experience-assessment-center/articles/new-data-shows-it-may-be-time-to-assess-your-enterprise-provider-relationships" > <div class="card-body"> <h3 class="h6"> New Data Shows It May Be Time to Assess Your Enterprise-Provider Relationships </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="/advisory/experience-assessment-center/articles/rise-of-the-omni-workplace-keeping-your-employees-happy-and-productive-no-matter-where-they-work" > <div class="card-body"> <h3 class="h6"> Rise of the “Omni-Workplace:” Keeping Your Employees Happy and Productive No Matter Where They Work </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="/advisory/experience-assessment-center/articles/to-rethink-work-how-companies-can-embrace-hybrid" > <div class="card-body"> <h3 class="h6"> To Rethink Work: How Companies Can Embrace Hybrid </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 > <p style="text-align:right;"><a class="btn btn-primary" href="/advisory/experience-assessment-center/articles">View All Experience Assessment Center Insights</a></p> </div> <div > </div> </div> </div> <div id="MainPlaceholder_TE527F9F2076_Col00" class="sf_colsIn position-relative bg-lightgray pt-10 mt-n10 space-bottom-4 client-stories-container" data-sf-element="Container" data-placeholder-label="Client stories"><div id="MainPlaceholder_TE527F9F2037_Col00" class="sf_colsIn container position-relative z-index-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_TE527F9F2038_Col00" class="sf_colsIn ext-white rounded-lg overflow-hidden space-top-2 space-top-lg-1 pl-5 pl-md-0" data-sf-element="Container" data-placeholder-label="Container"><div class="row justify-content-lg-between align-items-lg-center no-gutters" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2040_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Client stories"> <div class="mb-5" > <h2>Client Stories</h2> </div> <div class="d-flex client-story-cards"> <article class="card client-story-card transition-3d-hover"> <a href="https://isg-one.com/client-stories/detail/helping-a-provider-refocus-to-win-new-business"> <div class="card-img-top research-card-img"> <figure class="position-absolute right-0 bottom-0 left-0 mb-n1 z-index-4"> <svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 429 137" fill="none"> <path d="M429 137L429 0L214.5 125.064L0 -1.87522e-05L-5.98846e-06 137L429 137Z" /> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image: url('/images/default-source/default-album/provider-refocus-new-business.tmb-th283-283.jpg?Culture=en&sfvrsn=44e1d631_1')"></div> </div> </div> <div class="card-body"> <h3 class="h6">Helping a Provider Refocus to Win New Business</h3> <p>ISG helps a major tech provider rebuild credibility, refocus its approach, and win more than $100 million in new scope.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> <article class="card client-story-card transition-3d-hover"> <a href="https://isg-one.com/client-stories/detail/restoring-relationship-credibility-to-win-new-business"> <div class="card-img-top research-card-img"> <figure class="position-absolute right-0 bottom-0 left-0 mb-n1 z-index-4"> <svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 429 137" fill="none"> <path d="M429 137L429 0L214.5 125.064L0 -1.87522e-05L-5.98846e-06 137L429 137Z" /> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image: url('/images/default-source/default-album/relationship-credibility-experience-assessment.tmb-th283-283.jpg?Culture=en&sfvrsn=f0efd031_1')"></div> </div> </div> <div class="card-body"> <h3 class="h6">Restoring Relationship Credibility to Win New Business</h3> <p>ISG helps guide a major technology provider in a stalled relationship with a global energy company to assess and reset the relationship, restore trust and win new business.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> <article class="card client-story-card transition-3d-hover"> <a href="https://isg-one.com/client-stories/detail/assessing-and-improving-relationships-with-top-accounts"> <div class="card-img-top research-card-img"> <figure class="position-absolute right-0 bottom-0 left-0 mb-n1 z-index-4"> <svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 429 137" fill="none"> <path d="M429 137L429 0L214.5 125.064L0 -1.87522e-05L-5.98846e-06 137L429 137Z" /> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image: url('/images/default-source/default-album/telecommunications-relationships.tmb-th283-283.jpg?Culture=en&sfvrsn=5829d031_1')"></div> </div> </div> <div class="card-body"> <h3 class="h6">Assessing and Improving Relationships with Top Accounts</h3> <p>A major telecommunications company receives ISG’s help evaluating its best accounts, resulting in concrete improvement recommendations, movement toward contract renewals and a decade-long “health check” program.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> </div> </div> </div> <div > <br /><p style="text-align:right;"><a class="btn btn-primary" href="/client-stories/-in-category/categories/advisory/experience-assessment">View More Case Studies<em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> </div> </div> </div> <div class="container space-bottom-2"> <div class="card d-block bg-lightblue p-9 bg-star-right mt-n9"> <div class="position-relative z-index-2"> <span class="d-block font-weight-black text-cap mb-2 text-darkblue">Featured Event</span> <h4 class="h4">SourceIT (Paris)</h4> <h3>Reimagine Sourcing. Stay ahead of the next renewal, sourcing trend and business need.</h3> <p class="date"><time></time></p> <a class="btn btn-primary btn-lg" href="https://sourceit.isg-one.com/paris24" target='_blank'> Register now </a> </div> </div> </div> <div id="MainPlaceholder_TE527F9F2007_Col00" class="sf_colsIn space-bottom-2 position-relative research-container" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_TE527F9F2008_Col00" class="sf_colsIn container space-2 featured-research" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2011_Col00" class="sf_colsIn col-lg-4 col-md-5" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>ISG Research</h2><p>ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.</p><p>Get the insight and guidance you need to accelerate growth and create more value.</p><a class="btn btn-primary mb-5" href="/research/provider-research">Learn More</a> </div> </div> <div id="MainPlaceholder_TE527F9F2011_Col01" class="sf_colsIn col-lg-8 col-md-7" data-sf-element="Column 2" data-placeholder-label="Carousel"> <div class="js-slick-carousel slick slick-equal-height slick-gutters-3 slick-center-mode-right slick-center-mode-right-offset" data-hs-slick-carousel-options='{"prevArrow" : "<span class=\" fa fa-arrow-left slick-arrow slick-arrow-primary-white slick-arrow-left rounded-circle ml-sm-n2\"></span>","nextArrow": "<span class=\"fa fa-arrow-right slick-arrow slick-arrow-primary-white slick-arrow-right rounded-circle mr-sm-2 mr-xl-4\"></span>","slidesToShow": 2.5,"infinite": false,"responsive": [{"breakpoint": 1400,"settings": {"slidesToShow": 2}},{"breakpoint": 1080,"settings": {"slidesToShow": 1.5}},{"breakpoint": 992,"settings": {"slidesToShow": 1}}]}'> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://research.isg-one.com/reportaction/Quadrant-CCaaS-CX-Global-2020-CCaaS/Marketing" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Customer Service from the Cloud</h3> <div class="research-description"> <p>Companies with cloud-based contact centers quickly implemented a work-from-home setup with minimal disruption when the pandemic hit. The benefits of remote work have been on display ever since. The ISG Provider Lens™ Contact Center as a Service Global 2020 report explores how accelerating your contact center’s move to cloud can bring with it new personalization and workforce management capabilities.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://research.isg-one.com/reportaction/Quadrant-DGWP-Global-2019-20-MS-WS/Marketing" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Rethinking Workplace Strategies</h3> <div class="research-description"> <p>A modern outlook for digital workplace requires service contracts that measure service provider performance according to end-user experience, using experience level agreements (XLAs). The ISG Provider Lens™ Digital Workplace of the Future – Workplace Support Managed Services report compares workplace providers across a range of services.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://research.isg-one.com/reportaction/Quadrant-DBSS-US-2020-DCES/Marketing" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Examining Providers of Digital Customer Experience Services</h3> <div class="research-description"> <p>Enterprises have begun reimagining the customer, employee and supplier journeys. They are choosing continuous design thinking, agile, lean and DevOps methodologies over the traditional waterfall approach. Read more to inform your sourcing decisions.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://research.isg-one.com/reportaction/Quadrant-Procurement-Global-2021-PBPOS/Marketing?SearchTerms=bpo" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Comparing Global Procurement BPO and Transformation Services</h3> <div class="research-description"> <p>This IPL report has been developed to provide research-based, objective insights into business process outsourcing (BPO) and transformation service providers for enterprise procurement leaders and users. Leading providers have a strategic mindset and a roadmap that combines BPO with ongoing transformation. Click for more details.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> </div> </div> </div> </div> <div id="MainPlaceholder_C148_Col00" class="sf_colsIn bg-light space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C149_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C154_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h3>Click below to learn about our related organizational change management solutions.</h3> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C150_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C153_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <a href="/advisory/organizational-change-management"><p><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':75,'MaxHeight':75,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="75" height="75" src="/images/default-source/icons/ocm/exechngmgmt.svg?sfvrsn=fc96d631_2&MaxWidth=75&MaxHeight=75&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=2607281ECB30D5BBB30C46C3E62A65585CF30611" alt="ExeChngMgmt" title="ExeChngMgmt" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></p><p style="text-align:center;">Execute OCM</p></a> <p style="text-align:center;"> </p> </div> </div> <div id="MainPlaceholder_C153_Col01" class="sf_colsIn col-lg-3" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <a href="/advisory/organizational-change-management/facilitate-communications"><p><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':75,'MaxHeight':75,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="75" height="75" src="/images/default-source/icons/ocm/facilcomms.svg?sfvrsn=f896d631_2&MaxWidth=75&MaxHeight=75&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=8B73D070360E755776696356D5EC0CB09891DE60" alt="FacilComms" title="FacilComms" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></p><p style="text-align:center;">Facilitate Communications</p></a> <p style="text-align:center;"> </p> </div> </div> <div id="MainPlaceholder_C153_Col02" class="sf_colsIn col-lg-3" data-sf-element="Column 3" data-placeholder-label="Column 3"> <div > <a href="/advisory/organizational-change-management/training"><p><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':75,'MaxHeight':75,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" width="75" height="75" src="/images/default-source/icons/ocm/customlearn.svg?sfvrsn=e196d631_2&MaxWidth=75&MaxHeight=75&ScaleUp=false&Quality=High&Method=ResizeFitToAreaArguments&Signature=4356C763C9DD85B95FDD0B699F69B5F22498B412" alt="CustomLearn" title="CustomLearn" data-displaymode="Custom" style="display:block;margin-left:auto;margin-right:auto;" /></p><p style="text-align:center;">Build Custom Learning</p></a> </div> </div> <div id="MainPlaceholder_C153_Col03" class="sf_colsIn col-lg-3" data-sf-element="Column 4" data-placeholder-label="Column 4"> <div > <a href="/advisory/leadership-and-culture/leadership-development"><p><img data-method="ResizeFitToAreaArguments" data-customsizemethodproperties="{'MaxWidth':75,'MaxHeight':75,'Width':null,'Height':null,'ScaleUp':false,'Quality':'High','Method':'ResizeFitToAreaArguments'}" 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style="background-image:url(https://isg-one.com/images/default-source/default-album/jaimee-colenso-sq.jpg?sfvrsn=6901fb31_2);"></div> <h4 class="mt-2 mb-0 text-black"> Jaimee Colenso</h4> <p class="text-black"> Research Manager</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 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She takes an active role in the end-to-end research process from design to data analysis and report delivery. One of Jaimee’s most noteworthy projects at ISG is to expand the ISG UserX™ question library and the ISG Performex™ database, which has led to a considerable broadening of ISG’s benchmarking capabilities. </p></p> </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/sebastian-chia-sq.jpg?sfvrsn=ed01fb31_2);"></div> <h4 class="mt-2 mb-0 text-black"> Sebastian Chia</h4> <p class="text-black"> Senior Research Consultant</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/sebastian-chia-sq.jpg?sfvrsn=ed01fb31_2);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Sebastian Chia</h2> </div> <p class="mb-0">Sebastian Chia is a Research Consultant who analyses the health of business to business engagements among some of the largest Australian and international organizations. Sebastian specializes in the analysis, benchmarking and reporting of customer satisfaction in technology service levels within local and global technology supply chains. He is skilled in report design and delivery, survey coding and benchmarking of end user research.</p> </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/hanratty-narelle-pic-sq.jpg?sfvrsn=9521ab31_1);"></div> <h4 class="mt-2 mb-0 text-black"> Narelle Hanratty</h4> <p class="text-black"> Senior Consultant</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/hanratty-narelle-pic-sq.jpg?sfvrsn=9521ab31_1);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Narelle Hanratty</h2> </div> <p class="mb-0">Narelle assists in delivering our flagship programs in the Experience Assessment Center including the Partnership Experience Assessment which explores the health and vitality of the relationships between clients and providers. Her role involves interviewing, developing insights and recommendations, and communicating findings. She likes finding out what’s really going on in the business relationships of clients and helping them to see new possibilities. </p> </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/lauren-herbert-sq.jpg?sfvrsn=2a8cfa31_0);"></div> <h4 class="mt-2 mb-0 text-black"> Lauren Herbert</h4> <p class="text-black"> Principal Consultant</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/lauren-herbert-sq.jpg?sfvrsn=2a8cfa31_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Lauren Herbert</h2> </div> <p class="mb-0"><p>Lauren Herbert serves as a principal consultant in <a></a><a href="https://isg-one.com/advisory/experience-assessment-center">ISG’s Experience Assessment Center</a>, with more than a dozen years of commercial research and consulting experience. She applies her psychology degrees and expertise to the complex problems of human relationships inside organizations and strongly believes in the power of organizations to work together to flourish. She has been involved in brand and satisfaction research across a variety of industries and does advanced quantitative and qualitative analysis. She largely runs the Partnership Experience Assessment product, which looks at client/provider relationships for improvement. She has authored several white papers and a number of academic, peer-reviewed journal <a>articles</a>. She also publishes regularly on her interactions with ChatGPT, highlighting the comedic outcomes that can occur when the human-AI interface is not smooth. <br /> <br /> <a href="https://www.linkedin.com/in/lauren-herbert-51445631/" target="_blank">LinkedIn Profile</a></p></p> <a class="btn btn-primary" href="/who-we-are/people/lauren-herbert">View articles by Lauren Herbert</a> </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_C133_Col00" class="sf_colsIn bg-darkblue position-relative bg-star pt-6" data-sf-element="Container" data-placeholder-label="Container"><div id="CTAFormPlaceholder_C134_Col00" class="sf_colsIn container space-bottom-1 position-relative z-index-2" data-sf-element="Container" data-placeholder-label="Container"><div 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