Knowing Me, Knowing You: Theory of Human Mind and AI Interactions
According to ISG’s 2023 Future Workplace study, 85% of enterprises believe that investment in generative AI technology in the next 24 months is important or critical.
Advisory
Experience Assessment Services
Measuring your strategic relationships and workforce experience
Elevate the Experience & Value of Your Strategic Partnerships and Services
Usually, it all starts off on the right foot. But when services fall short or relationships fray, performance and productivity suffer. A competitive rebid can cost millions, and it can be difficult to put your finger on exactly where an experience or relationship is faltering or where to invest to ensure the greatest ongoing value. So, how do you assess and optimize your relationships with providers, shared services and workforce?
ISG offers a customized and comprehensive assessment that diagnoses the current situation – what is working, what is not working and what can be optimized. We help companies and their providers learn more about the health of their partner relationships and workforce experiences through diagnostic data and benchmarking. We also offer leadership-alignment optimization since more than 90 percent of IT projects over $10 million fail to achieve their potential, with alignment and lack of it as a documented root cause.
You get concrete recommendations toward improvement and renewals.
Voice of the Investor
Get reliable, detailed data about what your investors are thinking and feeling to guide decision-making, assess the impact of changes and make course corrections early.
what we do
Gauge & recalibrate the lived experience of your partnerships & workforce
Partnership Experience Assessment
Deepen your understanding of your company's strategic relationships and get recommendations for optimization.
Shared Services Experience Assessment
Help IT and other internal, shared services enable the business units they serve and develop strategic partnerships.
Workforce Experience Assessment
Evaluate your workforce satisfaction with services, tools and experiences to increase talent retention and productivity.
Leadership-Alignment Optimization
Make sure leaders are on the same page for initiatives and optimal everyday business outcomes.
Want to learn more about how we can help you assess and elevate your strategic relationships and workforce experiences?
How We Do It
Find out what's working, what's not working and what can be optimized
Investigate
An assessment specific to your unique context
- Leveraging our proprietary library of industry- and tower-specific questions, we help you uncover the root causes of sticky operational issues.
- Our expertise across both technology stacks and industry verticals allows us to create a targeted assessment for your business needs.
Interpret
Diagnostics from a wide range of sources
- We'll quickly get to the origin of your pain points by analyzing findings from several sources, like quantitative assessments, qualitative surveys, market intelligence and benchmarking data.
- From there, ISG helps you understand the complex nuances of interconnected problems and areas of potential growth in partner relationships and/or workforce experiences.
Act
On-the-ground support for positive change
- Clients rely on our deep history and relationships with the provider ecosystem, as well as our enterprise change (OCM), business operations, cost optimization and future of work practices, to optimize partnerships and experiences.
- After providing recommendations, next steps can be self-serve, or our trusted independent advisory can help you move from action plan to action.
Why Choose ISG?
ISG has completed 200-plus relationship-health engagements over about a decade, helping organizations assess and improve their relationships and workforce experience. The assessment itself is a rapid and enlightening experience, and the results are customized to your business and actionable immediately upon handover. You get recommendations that are easy to consume, solution-centric and prioritized for your organization, so you’ll know where to focus your limited resources – and exactly how to make your next move.
Key Features
ISG’s Experience Assessment Center provides an objective, independent and proven approach to understanding the health of client/provider relationships and workforce experience.
 | Standardized quantitative questions diagnose common problems, benchmarked against the market |
 | Thematic analysis on qualitative feedback, such as pain points & change needs |
 | Baseline of performance that can help measure impact of OCM activities |
 | Recommendations from ISG on best practices derived from broader industry experience |
 | Targeted focus on how to address your key challenges |
 | Identification of next steps to drive improvements and position the relationships for success |
The market has moved from ambition to accountability.
AI investment is accelerating, but results remain uneven. Only one in four initiatives is meeting revenue impact expectations, at an average spend of $1.3M per use case. Enterprises are no longer asking whether AI works. They are being asked to prove that it pays.
What We Deliver
AI strategy, governance and intelligence, built for execution.
Autonomous Enterprise
Operations built for autonomous execution, not retrofitted for it.
We help you identify where AI agents deliver the most value, restructure workflows around them and build the accountability models that keep autonomous execution auditable. The enterprises that win won't be the ones that reacted. They'll be the ones that designed for it first.
Autonomy-Level Pricing
Pricing that reflects how AI-enabled services are actually delivered.
We give enterprises transparent, benchmarkable pricing models that tag each resource unit with the autonomy level used to deliver it. As AI capability advances, your pricing keeps pace. Both buyers and providers can quantify what that progress is worth.
AI & Software Intelligence
Build-versus-buy decisions grounded in what AI is actually delivering.
We bring analysis of more than $2.6 billion in tracked AI spend to every sourcing decision. Procurement, technology and finance leaders get the independent intelligence to rationalize vendor portfolios and hold providers accountable to measurable outcomes.
AI Governance
Governance that accelerates AI adoption rather than constraining it.
We embed controls at the point of data creation, define accountability for autonomous actions and build adaptive frameworks that keep pace with AI without impeding it. Enterprises that get this right don't just manage risk. They build the trust that lets them scale faster.
AI Strategy
AI investment aligned to where impact is most achievable.
We ground strategy in research across 2,400 enterprise use cases, aligning investment to where impact is proven and designing the data, talent and governance foundations that move AI from pilots into the workflows that drive commercial results.
AI Maturity Index
A clear view of where you stand and a roadmap to where AI starts delivering.
We benchmark your AI readiness against peers across 75 countries, identify the dimensions holding you back and give you a personalized roadmap to close the gap.
The market today
Enterprise AI has moved out of IT and into the revenue line.
AI investment is shifting decisively toward revenue-generating functions. CRM automation, sales enablement and forecasting have replaced chatbots and IT productivity tools as the leading use case priorities, reflecting enterprise recognition that productivity gains alone do not satisfy board-level scrutiny. At the same time, use cases in production have doubled since 2024, and the portfolio is diversifying rapidly, with over 300 distinct function and industry-specific use cases now in active deployment.
ISG research across 2,400 enterprise use cases shows that the strongest AI returns are currently concentrated in compliance, risk management and quality control, not in the growth and cost outcomes most enterprises originally set out to achieve
The gap between where enterprises are investing and where AI is actually delivering is the defining commercial tension of 2025. Organizations that close it by targeting functions with structured, revenue-attributable data and clear ROI measures will establish performance benchmarks that compress the window for competitors still cycling through pilots. The standard is being set now.
Where enterprises are feeling the pressure
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Business outcomes are lagging AI ambitionEnterprises are scaling Al faster than they are realizing value from it. The number of use cases in production doubled between 2024 and 2025, yet only one in four initiatives is meeting revenue impact expectations, and broad cost savings remain elusive. At an average spend of $1.3M per use case, the ROI gap is sharpening board-level scrutiny and forcing a harder question: are we building Al for impact, or for activity?
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Data infrastructure exposing deferred investmentAl does fail in isolation. It fails on the foundations beneath it. Most enterprises are running modern Al on architectures built for reporting and compliance. Generative and agentic Al demand real-time contextually rich, governed data at the point of use. Without it, pilots stall and value dissipate before it reaches the business.
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The barrier to scale is organizational, not technicalOrganizational readiness as the bigger constraint on Al adoption, not talent or tooling. Workflows haven't been redesigned. Decision rights haven't shifted. Enterprises that treat Al as a pure technology deployment, without investing in the human side of adoption, consistently report underwhelming ROI.
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Agentic AI is outpacing governanceAs Al moves from generating outputs to executing tasks autonomously, the governance gap widens. Agentic Systems introduce a new class of risk that static compliance frameworks were never designed to catch. Governing what Al does, not just what it produces, is now a business-critical requirement.
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