ISG’s latest Customer Experience Services report recognises Datacom as a leader in digital operations, hybrid working solutions and social media CX services. 

The report points to the increasingly critical nature of the performance of contact centres and the teams who work within them to determine customer experiences and the success or failure of businesses.

ISG research analyst Craig Baty also highlights the big shifts impacting contact centres and CX performance, and the fact AI is catalysing the conversion of contact centres to the cloud. 

“The future of work is transitioning towards an Al-driven, hyperpersonalised workplace, enabling organisations and individuals to be productive, creative and purposeful. Key shifts in the market include the rise of frontline workers, the direct impact of metaverse on workplaces, the continued shift to hybrid working, AI and automation integration and a strong focus on sustainability,” says Baty. 

“Organisations need to adopt an analytical approach to deliver a deeper level of service as they seek to better understand individual customer needs and preferences and use data from varied sources to deliver a more personalised service.” 

Datacom’s Director Commercial Strategy, James Johnstone, says it is very rewarding for the team to be recognised by ISG for consistently delivering on its commitment to customers.

“Supporting our customers over the long term as we work to deliver on their service objectives is what inspires our team. This year ISG has commended Datacom for our strategic focus on investments in AI, automation, and cognitive computing, highlighting a sustained effort to elevate the customer experience. This recognition as a leader reflects the lasting impact of our dedication to innovation and client satisfaction in the ever-evolving landscape of CX services."

So what does good look like for digital operations, hybrid working solutions and social media CX services? ISG analyses businesses against eligibility criteria in each area, with the criteria spanning technology, process and ESG and talent requirements.

Digital operations
Demonstrate strategy, innovation and vision for growth
Offer a broad range of contact centre services
Offer well-rounded consulting capabilities that exhibit domain and industry knowledge
Design long-term transformation roadmaps – using any homegrown framework that articulates the roadmap
Possess technological capabilities that include cloud capabilities, automation, AI and omnichannel support
Offer multiple channel strategies and capabilities
Demonstrate industry-specific solutions (if any)
Articulate target markets and differentiators
Ability to offer nearshore, onshore and offshore services (delivery centres)
Offer effective transition services (organisational change management capability)
Exhibit talent management strategies
Help enterprises achieve their ESG goals
Have trained and skilled FTEs
Referenceable case studies
Hybrid working solutions
Enable a hybrid working model
Demonstrate technological implementations (cloud contact centre, omnichannel platforms, automation, agent experience and CX enablement)
Offer talent management solutions (ability to offer virtual onboarding, including interviews and training facilities)
Provide cybersecurity measures (facial recognition and other biometrics and instances of cybersecurity management in remote working conditions)
Offer effective collaboration tools, such as through gamification
Offer workforce management services (monitoring, supervising and training recommendations)
Demonstrate large-scale implementations
Offer innovation hubs to enable state-of-the-art infrastructure
Have burstable capacity – the ability to ramp workforce capacity up and down
Demonstrate referenceable case studies
Social media CX services
Provide social media services
Support multiple social media channels, including region specific channels (if any)
Offer content moderation services to ensure trust and safety
Have trained employees (FTEs)
Actively leverage AI and analytics to manage content
Apply analytics solutions such as sentiment analysis, voice of the customer (VOC) analysis and customer journey mapping solutions
Offer marketing and sales support
Offer large-scale implementations
Help customers achieve tangible business outcomes
Showcase growth stories with improved KPIs
Offer a large partner ecosystem and proprietary solutions
Demonstrate referenceable case studies


In “digital operations” for example as well possessing technological capabilities that include cloud capabilities, automation, AI and omnichannel support, businesses are expected to “deeply understand the industry vertical, craft industry-specific solutions and enable faster go-to-market”. 

In assessing Datacom against the hybrid working solutions category, Baty recognises the organisation’s strengths in “offering clients innovative on-premises services and a well-developed WFA model”. 

Datacom’s focus on developing talent is another strength.  

“Datacom is focused on becoming a net talent creator by upskilling its employees and creating its pool of leaders and specialists to deliver better value to clients.” 

Related industries
Professional services Financial services FMCG & retail Public sector Energy & utilities Healthcare
Related solutions
Customer experience Contact centres Digital process automation Platforms & applications