ISG Provider Lens™ - Service Provider Comparison 

Kenn Walters is a commercially astute and highly skilled Senior Executive with over 40 years’ experience in directing and managing major technology projects and development programs, with a specialty in networking and communications of all types, as well as extensive experience in global management consultancy. A competent strategist capable of delivering innovative plans and activities designed to facilitate enhanced operational performance and process improvement. Possessing a strong track record of driving change, innovation and business improvement with extensive business start-up, turnaround and transformation experience; achieving significant and sustainable bottom line improvement. Widely regarded as a strong and supportive leader who thrives in challenging and high pressurise environments internationally and in differing cultures.

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Jan Erik has more than 30 years of experience as a client. At both American Express and Ameriprise Financial, he lead vendor management offices and managed strategic outsourcing relationships. As an industry analyst at Forrester Research Inc., he conducted and wrote research on the topics of innovation, the future of outsourcing, sourcing models, risk, governance, captive centers, testing and alternative markets. As a service provider at Infosys, he was accountable for helping clients improve the relationship and value they were getting from their outsourcing engagements. At ISG, he has worked as an advisor and consultant assisting clients and service providers implement service integration and management (SIAM) models and the governance processes that support them. Now, as a director and principal analyst with ISG Insights, he continues to research, analyze and write about the industry.

Heiko Henkes is a Director and Principal Analyst at ISG; in his role as Global IPL Content Lead, he is responsible for strategic business management and acts as thought leader of ISG’s team of research analysts. His core competencies are in the areas of defining derivations for all types of companies within their IT-based business model transformation. He builds the bridge between IT trend topics and acts as keynote speaker on current and future IT trends. Heiko has nearly 12 years’ experience in IT consulting, primary and secondary market research and provider GTM strategies.

His research Focus: Digital Business Transformation, Cloud and Edge Computing, Mobile Business, Change Management and Mixed Reality

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Shachi Jain is a lead analyst focusing on research in areas of Digital Transformation, F&A outsourcing and Internet of Things. She is responsible for writing reports and thought leadership articles on IoT services and impact of digital technologies on workplace services and finance & accounts outsourcing services. She has handled several client requests helping ISG clients with key strategic insights around market trends and service providers’ capabilities in these areas. Shachi has worked in the technology research domain for eight years with specific focus on gathering service provider intelligence through primary and secondary research, handling custom research assignments and developing vendor assessment framework.

Research Focus : Internet of Things(IoT) and Digital Workplace

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Shashank Rajmane is the Lead Analyst for Data Center Outsourcing and Public Cloud Transformation studies and has a total experience of 8 years in the technology research industry. Shashank is responsible for authoring quadrant reports around cloud services and data center outsourcing market. He has also authored articles around the best practices in the cloud services domain and infrastructure services. Along with this, Shashank works with advisors and clients' requests for ad-hoc research assignments in the cloud domain, across industries, predominantly in Automotive, BFSI, Retail CPG and Energy sectors.

Research Focus : Cloud and Data Center

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Avimanyu brings around 8 years of experience in market research and consulting. At ISG, Avi has been working on research deliverables directed towards engineering services outsourcing/offshoring markets outlining the digital makeover of industries. Prior to ISG, Avimanyu’ s engagements were focused on providing strategic recommendations to both public and private sector clients across Europe, Middle East and Asia Pacific across commercial aerospace, energy and automotive industries

Research Focus : Software Defined Networks(SDN) and Engineering Services (ES)

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Manali De Bhaumik is a Lead analyst specializing in research on digital and connected ecosystems. Her area of expertise is IoT and engineering services. She has authored numerous papers on IoT and engineering services for the US market, focusing on different functions and industry verticals. She manages custom research assignments as well as other analyst and thought leadership projects/reports pertaining to her focus area. With 9+ years of experience, Manali’s core competencies are in the areas of market analysis and intelligence, competitive intelligence, secondary research, quantitative analysis and report writing. Prior to ISG, Manali has worked with HP and IDC in different areas of content management, research and category sales.

Research Focus : Internet of Things(IoT) and Engineering Services (ES)

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Mrinal Rai is the Principal analyst for Digital Workplace and Social business collaboration. His area of expertise is digital workplace services and enterprise social collaboration both from a technology and business point of view. He covers key areas around the Workplace and End User computing domain viz., modernizing workplace, Enterprise mobility, BYOD, VDI, managed workplace services, service desk and modernizing IT architecture. In Social business collaboration, he focuses on enterprise social software, content collaboration, team collaboration, social media management and chatbot platforms. He has been with ISG for last 5+ years and has more than 10 years of industry experience. Mrinal works with ISG advisors and clients in engagements related to workplace modernization, social intranet, collaborative workplace, cloud-based VDI, end user computing and service desk.

Research focus area : Digital Workplace and Social Business Collaboration

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At ISG, Namratha Dharshan brings in her extensive research experience to lead a program called Provider Lens that is designed to deliver research on service provider intelligence. She heads a team of analysts and is responsible for delivery of research reports for the Provider Lens Program. Additionally, she is responsible for authoring thought leadership papers and service provider intelligence report in the areas of Contact Center and Information Security. Namratha has authored several research papers on topics such as Omnichannel, PCI in Contact Centers, Cloud Contact Centers and Virtual Contact Centers.

Additionally, she is responsible for authoring thought leadership papers and service provider intelligence report in the areas of Contact Center and Finance and Accounting. Namratha has authored several research papers on topics such as Omnichannel, Cognitive AI, Digital in F&A and many more.

Research Focus : Contact Center, Finance & Accounts Outsourcing

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