ISG Provider Lens™

What he does at ISG

Jan Erik and his team provide ISG’s advisors and its clients with essential research and insight into the rapidly evolving technology and business process outsourcing landscape, the major players and innovators in those markets and the relative competitive value they deliver. He sees his core role as empowering excellence—in his team, in ISG’s advisors’ knowledge and ability to deliver, in provider solutions and in client relationships and outcomes.

Past achievements for clients

Since spearheading the creation of ISG Provider Lens, one of the firm’s signature research publications, Jan Erik has continuously expanded its geographic and subject matter breadth, listening to both clients and the provider community to create a truly comprehensive resource.

As a research partner, principal analyst and global head of ISG Provider Lens, Jan Erik has, among his many accomplishments:

• Advocated for and built a core team of analysts in India into a global research powerhouse, creating one of the industry's most trusted and sought-after research organizations.
• Introduced research solutions specific to the public sector, creating sophisticated and dedicated reporting and insights that deliver the depth and quality of private sector research to local and state governments.
• Leveraged his deep interest in living responsibly and sustainably to help ISG become a leader in ESG best practices, and to provide its clients with research to help them do the same across their businesses and provider networks.

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.

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Mr. Exler is a Director and Principal Analyst with the ISG Provider Lens (IPL) service, a part of ISG Research. His focus is on the disruptive and progressive influences on businesses – and the experiences of their customers - of the Internet of Things (IoT), location intelligence, Digital Workplace and application modernization. Ron is lead analyst for the IoT Services 2021 IPL study as well as the Healthcare and Life Sciences Digital Services 2020 and 2021 IPL studies. He is also the owner of the IPL subscriptions services for enterprises and service providers. Ron bridges the gap between business and technology through active analyses and clear communications of issues and opportunities.

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Heiko Henkes is a Director and Principal Analyst at ISG; in his role as Global ISG Provider Lens (IPL) Content Lead, he is responsible for strategic business management and acts as thought leader for IPL Lead Analysts. His core competencies are in the areas of defining derivations for all types of companies within their IT-based business model transformation. Within this context, Mr. Henkes supports companies to undergo continuous transformation, combining IT competencies with sustainable business strategies and change management. He acts as Keynote speaker in the context of digital innovation.

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