COVID-19 Crisis Supercharges Australia’s Digital Push as Enterprises Seek Competitive Advantage

ISG Provider Lens™ report says new business conditions have increased demand for digital consulting, customer experience, supply chain and sustainability providers

SYDNEY–(BUSINESS WIRE)–$III #AI–The COVID-19 pandemic has supercharged the ongoing digital transformations of Australian companies, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2021 ISG Provider Lens™ Digital Business – Solutions and Services report for Australia finds the pandemic’s influence on business conditions, as well as emerging technologies such as AI and IoT, have led Australian companies to redouble their digitalization efforts to be more competitive, improve delivery structures and enable remote work and business continuity.

Digital transformation, which includes both digitalizing existing processes and developing new, digitally enabled ways of doing business, has far-reaching implications for these enterprises.

“Australian companies undergoing transformation not only need to solve technical challenges but also change their mindsets and question traditional management approaches,” said Scott Bertsch, partner and regional leader, ISG Asia Pacific. “Finding the right consultants, vendors and software and service providers is essential to this process.”

As part of digital transformation, many Australian enterprises effectively are becoming their own software providers, both hiring and training developers and removing the walls between development and use of applications, the report says. In addition to adopting DevOps methodologies, successful organizations are improving their flexibility, agility, collaboration and speed in other ways to rapidly respond to changes in the competitive environment. Digital transformation has also led many Australian enterprises to adopt cloud-based processing.

These trends have heightened demand across Australia for four key types of solutions and services, beginning with digital business consulting to help organizations plan, implement and manage fundamental changes, ISG says. Australia has a mature market for digital business consulting, with many local and multinational players to choose from.

Australian companies are also well-versed in applying digital customer experience techniques and technologies, according to ISG. As the world’s 14th-largest economy, the nation has a well-developed information and communications technology (ICT) market. However, companies still seek assistance from service providers to meet Australian consumers’ high expectations for customer service, ISG says.

Enterprises in Australia also seek partners to help transform their approach to supply chain management (SCM), changing physical object processes to digital processes, the report says. SCM has long been an important discipline in Australia, and there are many local suppliers and consultants to assist companies with this transition.

Sustainability and decarbonization are becoming central goals of Australian enterprises as the country’s political agenda has shifted, partly under pressure from high-profile Australian businesses, ISG says. Large companies are seeking providers to help them manage the risks of climate change and demonstrate they can meet growing expectations for sustainability.

The 2021 ISG Provider Lens™ Digital Business – Solutions and Services report for Australia evaluates the capabilities of 49 providers across four quadrants: Digital Business Consulting Services, Digital Customer Experience Services, Digital Supply Chain Transformation Services, and Sustainability and Decarbonization Services.

The report names Accenture, HCL, Infosys and Wipro as Leaders in all four quadrants. IBM is named as a Leader in three quadrants and Deloitte, DXC Technology, Empired, EY, Tech Mahindra and Telstra Purple are named as Leaders in two quadrants each. The report names Atos, Datacom, Energetics, Hexaware, McKinsey, Point Advisory, Publicis Sapient and TCS as Leaders in one segment each.

In addition, Cybage, Edge Environment, Sonata and Vuram are named as Rising Stars—companies with a “promising portfolio” and “high future potential” by ISG’s definition—in one quadrant each.

Customized versions of the report are available from Hexaware and Vuram.

The 2021 ISG Provider Lens™ Digital Business – Solutions and Services report for Australia is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit



Will Thoretz, ISG

+1 203 517 3119

Erik Arvidson, Matter Communications for ISG

+1 617 874 5214

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