What is Happening?
ISG has released its Provider Lens™ Contact Center Services – Customer Experience Quadrant Report research study for the U.S. market. Our analysis finds that the invasion of digital technologies and the increase in the number of millennials have caused a dramatic transformation in the customer service landscape.
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Namratha Dharshan
Namratha Dharshan is director and principal analyst for ISG. With more than 16 years of experience in IT/BPO outsourcing research, she has developed expertise in business processing outsourcing and customer experience broadly focused on horizontals such as finance and accounting and contact center. Her research focuses specifically on customer experience as it relates to digital transformation, omnichannel, analytics, AI and automation.
