GEN AI IS PART OF EVERY CONVERSATION ABOUT THE FUTURE OF RETAIL .
INDUSTRY WATCH
GEN AI IS PART OF EVERY CONVERSATION ABOUT THE FUTURE OF RETAIL .
The 2024 ISG Provider Lens Retail & CPG Services report
The report for the US evaluates the capabilities of 33 providers across four quadrants : Business Transformation Services , Digital Innovation Services , Platform Modernization Services and Managed Services .
Retail and consumer packaged goods ( CPG ) companies in the US are recognizing the need to keep evolving in response to growing and shifting consumer demands , new technologies and increasing regulation , according to a new research report published by Information Services Group ( ISG ) – a leading global technology research and advisory firm .
The 2024 ISG Provider Lens Retail & CPG Services report for the US finds competitiveness in these industries requires data-enabled agility and being able to keep both customers and employees happy .
With the growth of e-commerce , customers of every brand consistently find new , competing options online .
“ Retail and consumer products companies are finding that comprehensive , customer-centric strategies are essential ,” said Sunder Pillai , ISG Retail & CPG Practice Leader . “ They are partnering with providers to plan and execute these strategies while controlling costs .”
Following pandemic-era disruptions , the mix of online and brick-and-mortar outlets continues to change and consumer behavior is still evolving , the report says . Companies need more data , with better analysis , to accurately monitor and predict demand and inventory and personalize customer experiences . Changing business requirements are driving companies to the cloud for both scale and cost savings .
To meet consumer demands for seamless experiences spanning online and in-store shopping , US retail and CPG firms are adopting integrated inventory management and order fulfilment systems , ISG says . They are also implementing customer data platforms that combine multiple data sources and use AI to make
The report names Accenture , Capgemini , Cognizant , Deloitte , HCLTech , Infosys , KPMG , TCS and Wipro as Leaders in all four quadrants . It names IBM and Kyndryl as Leaders in two quadrants . LTIMindtree is named as a Leader in one quadrant .
In addition , LTIMindtree is named as a Rising Star – a company with a “ promising portfolio ” and “ high future potential ” by ISG ’ s definition – in three quadrants . UST is named as a Rising Star in two quadrants . Genpact and Sutherland are named as Rising Stars in one quadrant each .
In the area of customer experience , HCLTech is named the global ISG CX Star Performer for 2024 among Retail & CPG Services providers . HCLTech earned the highest customer satisfaction scores in ISG ’ s Voice of the Customer survey , part of the ISG Star of Excellence program – the premier quality recognition for the technology and business services industry .
The ISG Provider Lens Quadrant research series is pitched as the only service provider evaluation of its kind to combine empirical , data-driven research and market analysis with the real-world experience and observations of ISG ’ s global advisory team .
The research currently covers providers offering their services globally , across Europe , as well as in the US , Canada , Mexico , Brazil , Australia and Singapore / Malaysia .
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