Information Services Corp. Class A

Information Services Corp. Class A — Investor Presentation (December 2021)

50 slides from Information Services Corp. Class A's investor presentation, Dec 16, 2021

  1. Slide 1: ISG Star of Excellence Awards 2021

    ISG Star of Excellence™ Awards 2021 Amaze Delight Exceed Meet © 2021 Information Services Group, Inc. All Rights Reserved.

  2. Slide 2: The 2021 CX-Program

    ISG Star of Excellence™ Awards The 2021 CX-Program Paul Gottsegen Partner and President, ISG Research ＆ Client Experience © 2021 Information Services Group, Inc. All Rights Reserved.

  3. Slide 3: ISG Star of Excellence

    ISG Star of Excellence™ The ISG Star of Excellence™ Program recognizes exceptional client service experience. These results serve as a benchmark for measuring client centricity in our industry. ISG Star of Excellence™ is based on direct feedback from enterprise clients. ISG Star of Excellence Awards

  4. Slide 4: Customer Experience Categories

    Customer Experience Categories Innovation Business Collaboration & Execution & People & Governance & & Thought Continuity & Transparency Delivery Cultural fit Compliance Leadership Flexibility ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 4

  5. Slide 5: ISG Star of Excellence Awards

    ISG Star of Excellence™ Awards Overall Technology Industry Regional Emerging Tech ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 5

  6. Slide 6: Congratulations to All Finalists 2021!

    Congratulations to All FINALISTS 2021! ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 6

  7. Slide 7: Program Stats 2021 & IPL Connect

    ISG Star of Excellence ™ Awards Program Stats 2021 & IPL Connect Jan Erik Aase Partner, Global Head of ISG Provider Lens © 2021 Information Services Group, Inc. All Rights Reserved.

  8. Slide 8: Unbiased Survey Approach

    Unbiased Survey Approach Scoring methodology: ⬛ Providers need a minimum Nominated Unbiased of 30 responses ISG Primary Provider & customer ⬛ Client experience in six categories Research and Advisor experience proprietary ⬛ Capabilities specific to emerging references via ratings for sampling custom

  9. Slide 9: CX Data: Broad & Rich

    CX Data: Broad & Rich 1,000+ ~ 2,000 Provider Nominations Unique Evaluations (including private and public client link) 450+ Responses Received through private client link ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 9

  10. Slide 10: Diversified Industry Representation

    Diversified Industry Representation 20% 13% 12% 19% 15% BFSI (Banking, Manufacturing Business Services Retail and CPG Healthcare, Financial Services Pharma and and Insurance) Life Sciences 3% 3% 6% 5% 4% Energy Public Sector Telecom and Travel, Others Media Transportation and Leisure N=1957; Source=

  11. Slide 11: Balanced Response Distribution

    Balanced Response Distribution Response types received Responses by Revenue Responses by Employees 54.1% 44.0% 40.6% Private 24% 22.1% 15.3% 13.1% Public 10.7% 76% Less than $500M - $1B- $5B $5B+ <1,000 1,000 - 10,000 10000+ $500M <$1B N=1957; Source= ISG Research 2021 ISG Star of Excellence Awards™

  12. Slide 12: Compelling Feedback Diversity

    Compelling Feedback Diversity Responses by Role IT/Digital Leaders 872 IT/Digital Operations 679 Procurement/VMO 315 Line of Business/Others 91 N=1957; Source= ISG Research 2021 ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 12

  13. Slide 13: Year-round Survey

    Year-round Survey 365 days a year Star of Excellence Awards Once a year November cut off ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 13

  14. Slide 14: ISG Star of Excellence – IPL Connect

    ISG Star of Excellence – IPL Connect Final Positioning Collaboration and Transparency Provider Execution and Delivery nominated responses People and Cultural Fit Public responses Governance and Compliance ISG nominated responses Innovation & Thought Leadership Business Continuity and Flexibility Ave

  15. Slide 15: CX Insights

    ISG Star of Excellence™ Awards CX INSIGHTS Heiko Henkes Director & Principal Analyst, IPL Global Content Lead © 2021 Information Services Group, Inc. All Rights Reserved.

  16. Slide 16: Voice of the Customer Insights

    Voice of the Customer Insights Experience Score vs. Category Importance § The pandemic has changed importance 7 5 High 7 4 for many of the six Execution and category areas Governance Delivery 7 3 and Compliance § While providers, on People and Business 7 2 an average, got high Cultural fit Continuit

  17. Slide 17: Key Findings

    Providers excel in Key Findings service delivery Cyber-security ensures compliance Recommendation scores are high across the board for Innovation and nearly all regions talent troubles ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 17

  18. Slide 18: Business Continuity and Flexibility

    Business Continuity ⬛ New category in response to COVID-19 and Flexibility pandemic to capture customer perceptions of how providers are handling the pandemic ⬛ The ability of the provider to keep Be aware: Do not accept ongoing compromises! the lights on or to transfer work to and from other provid

  19. Slide 19: Regional Winners

    ISG Star of Excellence™ Awards Regional Winners Randy Geoghagan ISG Partner, Enterprise Practice Leader © 2021 Information Services Group, Inc. All Rights Reserved.

  20. Slide 20: CX Scores – By Region

    CX Scores– By Region 73.4 73.3 72.8 72.6 72.6 72.4 72.2 72.2 North America Central / South Eastern and Asia Middle East Australia / New Western and Africa America Southern Europe Zealand Northern Europe ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 20

  21. Slide 21: Award Type: Global Winners – All Regions

    Award Type: Global Winners – All Regions High CX Scores >65/100 Covering at least More than 5 responses across each 5/12 industries and service offering: 19/26 technologies Clients across all regions ⬛ Managed IT & Consulting/Project-based services ⬛ BPO – Industry/Vertical specific services More th

  22. Slide 22: Award Type: Global Winners – All Regions

    Award Type: Global Winners – All Regions High CX Scores Covering at least More than 5 responses across each 5/12 industries and service offering: 19/26 technologies Clients across all regions ⬛ Managed IT & Consulting/Project-based services ⬛ BPO – Industry/Vertical specific services More than Clien

  23. Slide 23: Region Winners

    Region Winners High CX Scores More than 20 responses in a Region. Covering more than 5 out of 12 industries. Covering more than 12 out of 26 technologies. At least 30 percent of total responses submitted independently by the clients. ISG Star of Excellence Awards™ © 2021 Information Services Group,

  24. Slide 24: Region Winners

    Region Winners High CX Scores More than 20 responses in a Region. Covering more than 5 out of 12 industries. Covering more than Americas APAC EMEA 12 out of 26 technologies. At least 30 percent of total responses submitted independently by the clients. ISG Star of Excellence Awards™ © 2021 Informati

  25. Slide 25: Industry Winners

    ISG Star of Excellence™ Awards Industry Winners Lois Coatney Partner, President America’s Sales © 2021 Information Services Group, Inc. All Rights Reserved.

  26. Slide 26: CX Scores – By Industry

    Public Sector 76.0 Energy 74.9 Business Services 73.7 Manufacturing 72.6 Insurance 72.3 Pharmaceuticals 72.2 and Life Sciences Telecom and 71.8 Media ISG Star of Excellence Awards™ Financial Services 71.2 © 2021 Information Services Group, Inc. All Rights Reserved. Retail 71.0 Travel, transportation

  27. Slide 27: Award Type: Universal Industry Winners

    Award Type: Universal Industry Winners High CX Scores At least 2 geographies More than 5 Covering 10 Clients across multiple industries represented responses for out of 12 across industries each Industry industries Client responses across in responses public and private links ISG Star of Excellence

  28. Slide 28: Award Type: Universal Industry Winners

    Award Type: Universal Industry Winners High CX Scores At least 2 geographies More than 5 Covering 10 Clients across multiple industries represented responses for out of 12 across industries each Industry industries Client responses across in responses public and private links ISG Star of Excellence

  29. Slide 29: Industry Winners – Part 1

    Industry Winners – Part 1 High CX Scores More than 5 responses per Industry; At least 2 geographies covered for each industry. At least 30 percent of total responses submitted independently by the clients. ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 29

  30. Slide 30: Industry Winners – Part 1

    Industry Winners – Part 1 High CX Scores Pharmaceuticals Telecom and Life Sciences Insurance and Media More than 5 responses per Industry; At least 2 geographies covered for each industry. Travel, At least 30 percent of total responses Transportation Consumer submitted independently by the clients.

  31. Slide 31: Industry Winners – Part 2

    Industry Winners – Part 2 High CX Scores Financial Services Retail Manufacturing More than 5 responses per Industry; At least 2 geographies covered for each industry. At least 30 percent of total responses submitted independently by the clients. Business Services Healthcare ISG Star of Excellence Aw

  32. Slide 32: Technology Winners

    ISG Star of Excellence™ Awards Technology Winners Todd D. Lavieri Vice Chairman and President, ISG Americas and Asia Pacific © 2021 Information Services Group, Inc. All Rights Reserved.

  33. Slide 33: CX Scores – By Technology

    Contact Center Customer 73.1 Experience Private/Hybrid Cloud 72.2 Enterprise Service Management Application Services Analytics 71.6 71.4 71.4 Industry Specific Technologies Public Cloud 71.0 70.6 Mainframes 70.4 Finance and Accounting Procurement Services 69.9 69.8 CX Scores ISG Star of Excellence A

  34. Slide 34: CX Scores – By Cloud Ecosystem

    CX Scores – By Cloud Ecosystem (tech carve out) 70.47 70.46 70.45 70.2 69.5 69.4 69.3 67.4 Oracle Microsoft Workday SAP (HANA) AWS Google Salesforce ServiceNow ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 34

  35. Slide 35: Award Type: Universal Technology Winners

    Award Type: Universal Technology Winners High CX Scores At least 2 geographies More than 15 Covering 19 Clients across multiple Technologies represented responses for out of 26 across industries each technology technologies Client responses across in responses public and private links ISG Star of Ex

  36. Slide 36: Award Type: Universal Technology Winners

    Award Type: Universal Technology Winners High CX Scores At least 2 geographies More than 15 Covering 19 Clients across multiple Technologies represented responses for out of 26 across industries each technology technologies Client responses across in responses public and private links ISG Star of Ex

  37. Slide 37: Technology Winners – Part 1

    Technology Winners – Part 1 High CX Scores At least 2 geographies covered for each technology. More than 15 responses for each technology; At least 30 percent of total responses submitted independently by the clients. ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights

  38. Slide 38: Technology Winners – Part 1

    Technology Winners – Part 1 High CX Scores At least 2 geographies SaaS Solutions covered for each (HCM, CRM Amazon Web Enterprise Service technology. and ERP) Public Cloud Services (AWS) Management More than 15 responses for each technology; At least 30 percent of total responses submitted independe

  39. Slide 39: Technology Winners – Part 2

    Technology Winners – Part 2 High CX Scores At least 2 geographies covered for each Marketing technology. Technology Microsoft Google Oracle More than 15 responses for each technology; At least 30 percent of total responses submitted independently by Procurement Application the clients. Services Serv

  40. Slide 40: Technology Winners – Part 3

    Technology Winners – Part 3 High CX Scores At least 2 geographies covered for each Cloud Ecosystem technology. Salesforce Specific Services SAP HANA More than 15 responses for each technology; At least 30 percent of total responses submitted independently by Contact Center Private/Hybrid the clients

  41. Slide 41: Emerging Tech

    ISG Star of Excellence™ Awards Emerging Tech Steven Hall Partner and President, ISG Europe © 2021 Information Services Group, Inc. All Rights Reserved.

  42. Slide 42: CX Scores – By Emerging Tech

    CX Scores– By Emerging Tech 72.3 71.6 71.6 70.7 69.4 69.3 Network - Software Intelligent Cloud Native/ Cyber Security IoT Services Digital Business Defined Automation Containers Transformation ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 42

  43. Slide 43: Award Type: Universal Emerging Tech Winners

    Award Type: Universal Emerging Tech Winners High CX Scores At least 2 geographies More than 20 Covering 4 Clients across multiple Emerging Technologies represented across responses for out of 6 technologies in each technology technologies Client responses across responses public and private links IS

  44. Slide 44: Award Type: Universal Emerging Tech Winners

    Award Type: Universal Emerging Tech Winners High CX Scores At least 2 geographies More than 20 Covering 4 Clients across multiple Emerging Technologies represented across responses for out of 6 technologies in each technology technologies Client responses across responses public and private links IS

  45. Slide 45: Emerging Tech Winners

    Emerging Tech Winners High CX Scores At least 2 geographies covered for each emerging technology. More than 20 responses across each emerging technology. At least 30 percent of total responses submitted independently by the clients. ISG Star of Excellence Awards™ © 2021 Information Services Group, I

  46. Slide 46: Emerging Tech Winners

    Emerging Tech Winners High CX Scores * At least 2 geographies Digital Cyber Cloud covered for each Business Security Native/Containers emerging technology. More than 20 responses * across each emerging technology. At least 30 percent of total responses submitted independently by the clients. IoT Net

  47. Slide 47: Overall Winner 2021

    ISG Star of Excellence™ Awards™ Overall Winner 2021 Michael Connors Chairman and Chief Executive Officer ISG © 2021 Information Services Group, Inc. All Rights Reserved.

  48. Slide 48: Award Type: Overall Star of Excellence Winner 2021

    Award Type: Overall Star of Excellence Winner 2021 Full response Broad & Rich High CX Qualification Portfolio + Reach Scores ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 48

  49. Slide 49: Award Type: Overall Star of Excellence Winner 2021

    Award Type: Overall Star of Excellence Winner 2021 Full response Broad & Rich High CX Qualification Portfolio + Reach Scores ISG Star of Excellence Awards™ © 2021 Information Services Group, Inc. All Rights Reserved. 49

  50. Slide 50: isg-one.com

    ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and se

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