Welcome to the ISG Star of Excellence™ CX Insights, the second in a series of quarterly reports for 2025 to shed light on how enterprise buyers perceive their IT and business services providers. The ISG CX Insights report is the only research series of its kind based on continuous feedback from enterprise customers gathered through ISG’s ongoing Voice of the Customer survey.
This 2Q25 ISG CX highlights key patterns in enterprise satisfaction with their service providers, offering a comprehensive perspective on how organizations perceive the value and performance of their ITO and BPO partners.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
Please download the report.About the authors
Tarun Nathooram Vaid
Kiran B
Namratha Dharshan
Namratha Dharshan leads Global Content for Services within the ISG Provider Lens® program, bringing more than 22 years of extensive research experience with a focus on BPO, GCC, AI and Analytics and CX. The ISG Provider Lens® program is designed to deliver research on service provider intelligence. As part of her role, Namratha directs a global team of analysts and is responsible for content delivery of more than 50 Provider Lens® research reports. She is also a principal analyst, authoring thought leadership and service provider intelligence reports with a strong emphasis on BPO, particularly CX and contact center services, and GCC. Her portfolio also includes horizontal service line reports such as finance and accounting and industry-specific reports for insurance. In addition to her research leadership, Namratha is a member of the Senior Leadership Council for India Research, representing ISG’s India-based team of over 120 research professionals. She is also a co-speaker on ISG’s flagship quarterly ISG Index call, offering insights into the health of the outsourcing industry, with a focus on BPO and GCC.
At ISG, Namratha is the product owner of the Star of Excellence program, an initiative that analyzes enterprise feedback on providers. The CX program recognizes providers that deliver exceptional experiences to enterprise clients.
Namratha is also a strong advocate for women employees. She served for four consecutive years as a judge for ISG’s Women in Digital program and now acts as a regional sponsor. She was instrumental in launching She-Rise, an internship program for women returning to work after childbirth and freshers from college.
