Business satisfaction with AI and automation services lags despite growing number of deals, ISG survey finds Page 1

The number of outsourcing deals related to AI and automation is increasing, even as companies rate their customer experience (CX) in these technology domains lower than in others, according to a new report from Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The latest ISG Star of Excellence CX Insights Report, a quarterly overview that provides insight into what enterprise buyers think of their service and solution providers, reveals that AI and automation will lead providers in winning new outsourcing deals in 2024. Many companies view AI and automation as key tools for improved efficiency and cost savings. However, based on average CX scores in Q2, clients were less satisfied with engagements involving these technologies. Generative AI (GenAI), which has generated exceptional interest and anticipation this year, received the lowest average CX score of all emerging technologies.