Many organizations struggle to make significant changes to critical business operations. When considering alternative service delivery models, you need a strong rationale and an informed change strategy that evaluates all risks and opportunities. This often requires qualitative evaluations of client or provider maturity in areas such as governance, sourcing, processes, cloud and more. ISG uses judgement studies to assess the maturity level of a client’s existing environment and perception studies to assess a client’s perception of satisfaction or readiness to implement change. These are critical steps that help a company address gaps and discern the most effective ways to improve.
Meet the team
Chief Knowledge Officer
Cynthia brings 25 years of experience helping clients develop their sourcing governance and service management design. Having worked with more than 50 organizations to improve business management and service management processes in both single-provider and multi-provider environments, Cynthia has become a recognized expert in sourcing governance, vendor and contract management. She currently serves as the architect for ISG’s service methodology and global integrator of its products and services. Cynthia works to leverage ISG’s accumulated intellectual property resources to help enterprises create effective transformation and governance capability, and maintains a continuing role in the Strategy and Organizational Change Enablement practice.
Lisa is part of an ISG team that provides business-to-business satisfaction measurement and benchmarking. She has led more than 200 research programs for companies across a range of industries, including Financial Services, Manufacturing, Retail, Logistics and Hospitality. A hallmark of Lisa’s approach is that the insights she produces drive real and measurable change for her clients, rejuvenating and remediating supplier relationships in some of the world’s largest organizations. Lisa developed the proprietary framework which forms the foundation of the ISG Business Relationship monitor and has successfully implemented this framework in organizations spanning Asia-Pacific, North America and Europe. Lisa has a strong analytical capacity, which enables her to distil complex reports into succinct, actionable insight, backed by statistical rigor. She believes strongly in the power of statistical tools to deliver business insight and considers the presentation of findings as a dialogue and an opportunity to highlight the responsibility of both the supplier and the client in the success of engagements.
Senior Research Consultant, APAC
A certified Net Promoter Associate with a PhD in cognitive psychology, Lauren is an accomplished researcher, and has been involved in brand and satisfaction research across multiple industries. At ISG, Lauren lends her deep expertise to measuring and assessing the health of business to business engagements, and she led an initiative at ISG to revitalize the ISG Satisfaction Benchmarking Database, which led to broadening ISG’s benchmarking capabilities. With substantial experience in quantitative and qualitative analysis, her interests lie in building knowledge capital. She is author of several white papers and articles in peer-reviewed journals.
Andrea was a co-founding director of CCI Consulting, which was acquired by ISG in 2014. Her focus at CCI was providing measurement and benchmarking satisfaction in business-to-business environments. Her previous work with CCI and more than a decade as a management consultant in the IT sector has given her a unique perspective that allows her to serve ISG clients today and bring them exceptional solutions and actionable insights. Today Andrea is responsible for marketing and sales, onboarding new clients and general business management for ISG’s Satisfaction Benchmarking practice.
Chris has helped more than 100 client companies optimize their IT operations, increase business and user satisfaction, control IT spending and align business unit objectives with IT strategy. He brings more than 30 years of technology management, consulting and operations experience that spans a wide range of industries. He is an expert in improving enterprises’ ITIL and best practice models, creating balanced scorecards and IT measurement programs, technology business management (TBM) and implementing technology governance and policy. He has helped clients with national and global projects, including operational performance optimization, service chargeback models, service catalogues, cost reduction initiatives, sourcing strategies and IT operations consulting. Chris is ITIL v3 certified.