New Digital Tools Empower Changing Australian Enterprises


SYDNEY–()–Enterprises in Australia have significantly increased their use of digital tools and transformation services in recent years as information technology has continuously advanced in several areas, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2022 ISG Provider Lens™ Digital Business Enablement and ESG Services report for Australia finds many organizations have used IT to enhance their agility, improve customer experience and streamline business processes in response to the disruptions caused by the COVID-19 pandemic. A growing number of companies have also begun using digital tools and services to achieve environmental, social and governance (ESG) objectives, especially net-zero carbon emissions goals.

“Digital transformation has become essential for success in Australian industries, which have a high degree of IT maturity,” said Michael Gale, partner at ISG. “Demand for products and services to support modernization continues to increase.”

Supply chain management (SCM), long recognized as an important function in Australian enterprises, has been at the center of many recent digital transformation initiatives, the report says. Most companies already have mature SCM processes and have been modernizing these to create hybrid physical and digital supply chains. With the help of service providers, they have implemented real-time, end-to-end visibility for timely delivery of both physical and digital products.

Meeting rising customer experience (CX) expectations has also been a major focus for Australian enterprises across most industries, ISG says. The country’s well-developed provider ecosystem has helped many companies apply advanced CX techniques to understand consumer behavior and capture customers’ attention.

Managing the physical and transitional risks of climate change is an increasingly important reason for digital transformation by companies in Australia, the report says. Recent political changes have elevated climate change on the country’s policy agenda, and highly visible Australian companies have also helped to make decarbonization a high priority. Companies are collecting reliable, centralized data and deploying new analytical tools powered by AI and machine learning to improve efficiency and make more accurate predictions.

“Australian companies spent the last decade learning to understand sustainability and its potential in business and beyond,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Now the focus is shifting to evolving business models to reach sustainable development goals.”

The report also explores other digital business trends in Australia, including the cultural challenges created by digital transformation and the use of digital reality systems to create immersive experiences for employees and customers.

The 2022 ISG Provider Lens™ Digital Business Enablement and ESG Services report for Australia evaluates the capabilities of 44 providers across five quadrants: Business Consulting Services, Customer Experience Services, Supply Chain Transformation Services, Sustainability and ESG Services and Digital Reality Services.

The report names Accenture and HCLTech as Leaders in all five quadrants. It names Deloitte Digital, Infosys and Wipro as Leaders in four quadrants each and IBM and Tech Mahindra as Leaders in three quadrants each. Capgemini, DXC Technology, EY and Telstra Purple are named as Leaders in two quadrants each. Atos, Datacom, Energetics, Hexaware, McKinsey and TCS are named as Leaders in one quadrant each.

In addition, Espire Infolabs is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. TCS and Tech Mahindra are named as Rising Stars in one quadrant each.

The 2022 ISG Provider Lens™ Digital Business Enablement and ESG Services report for Australia is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is 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. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.



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