Clients Can’t Get No Satisfaction: What is Holding Back ROI in Digital Transformation
Despite service providers ramping up investments to enhance their digital capabilities, the proportion of satisfied enterprise customers continues to decrease, having fallen five percentage points over the past year. Factors such as technology delivery and domain expertise, among others, have become table stakes, and the expectation from service providers is evolving to include aspects such as a strategic partner mindset and enhanced innovation in engagements to achieve Return on Investment (RoI).
This report delves into the factors underlying enterprises’ expectations from service providers in terms of return on investment, and their technology investment priorities. It recommends service providers to align their offerings and capabilities with the future investment areas identified by enterprises.
This report is available to members.