ISG to Unveil New Analysis of Supply Chain Service Providers
Information Services Group (ISG) , a leading global technology research and advisory firm with a strong focus on artificial intelligence (AI), has initiated an extensive research study to evaluate and benchmark the capabilities of service providers that support enterprise efforts to modernize and optimize their supply chains. This research initiative, reflecting ISG’s commitment to helping organizations navigate the challenges of a rapidly evolving business environment, will culminate in a series of ISG Provider Lens™ reports collectively titled Supply Chain Services, scheduled for publication in September 2025.
The forthcoming reports aim to equip enterprises with the critical insights necessary to assess and improve their supply chain strategies by identifying the most effective service providers in key areas such as supply chain consulting, digital operations modernization, transportation management system (TMS) implementation, and circular supply chain development.
Meeting the Demands of a Changing World
Organizations across sectors are facing unprecedented levels of uncertainty driven by a combination of geopolitical tensions, global economic volatility, and emerging regulatory requirements. From the impact of shifting trade policies and tariffs to the increasing urgency of climate change and sustainability mandates, enterprise supply chains are under pressure to become more resilient, efficient, and environmentally conscious.
To navigate this complex landscape, companies are investing heavily in digital transformation initiatives. These often include the adoption of emerging technologies such as AI, machine learning, robotic process automation (RPA), predictive analytics, and cloud computing. However, technology adoption alone is not enough. Enterprises are also increasingly turning to specialized service providers that bring strategic insight, operational expertise, and tailored solutions to help them thrive in today’s demanding supply chain environment.
“Supply chains must evolve continuously to remain viable in today’s world,” said Jan Erik Aase, Partner and Global Leader of ISG Provider Lens Research. “Disruption has become the norm rather than the exception. As a result, enterprises are seeking partners that can help them build agile, scalable, and intelligent supply chains capable of responding quickly to market dynamics, customer expectations, and regulatory requirements.”
Key Focus Areas of the ISG Supply Chain Services Study
ISG has launched the study by reaching out to more than 100 supply chain service providers worldwide, inviting them to participate in a rigorous evaluation process that includes surveys, interviews, and performance benchmarking. Drawing on its deep consulting expertise and global network of advisors, ISG will develop detailed assessments that reflect real-world buying behavior, provider capabilities, and customer experiences.
The study will cover four critical areas of supply chain services, each represented as a quadrant in the final report:
1. Supply Chain Operations Modernization Services
This quadrant will assess providers offering consulting, implementation, and managed services to help enterprises transform and modernize their supply chain operations. These services typically involve the application of advanced technologies—such as AI, RPA, IoT, and data analytics—to improve visibility, streamline workflows, and optimize resource allocation.
Leading providers in this category are expected to demonstrate strong capabilities in enabling real-time decision-making, compliance management, and end-to-end supply chain orchestration. Enterprises increasingly rely on these services to enhance competitiveness while improving cost efficiency and customer satisfaction.
2. Supply Chain Business Process Outsourcing (BPO) Services
This section of the report will evaluate providers offering outsourced services across critical supply chain functions such as procurement, order management, transportation, customer service, and logistics. The growing complexity of global supply chains has made BPO an attractive option for companies seeking to increase operational agility while focusing on their core competencies.
ISG will examine how providers leverage cutting-edge tools—such as AI-powered chatbots, predictive demand analytics, and natural language processing—to drive service excellence, responsiveness, and cost-effectiveness. Integration with digital platforms and seamless collaboration across stakeholders are key performance differentiators in this space.
3. Circular Supply Chain Services
As sustainability becomes a top priority for global enterprises, circular economy principles are gaining traction within supply chain strategies. This quadrant will highlight providers helping companies embrace sustainable practices through reuse, recycling, remanufacturing, and reverse logistics.
Providers in this segment are evaluated on their ability to help clients reduce waste, improve traceability, enhance resource efficiency, and comply with environmental standards. With regulators and consumers demanding greater accountability, companies are under pressure to transform linear supply chains into closed-loop systems that prioritize long-term environmental impact.
4. Transportation Management System (TMS) Implementation Services
Efficient transportation management is critical to maintaining supply chain performance amid fluctuating costs, shifting demand patterns, and regional logistical constraints. This quadrant focuses on providers that help enterprises implement, customize, and manage TMS platforms that address both global and local transportation challenges.
The study will assess the ability of providers to deliver solutions that meet complex regional requirements, such as tax regulations in Brazil or carrier shortages in Asia. Successful providers must demonstrate expertise in integrating TMS platforms with existing ERP systems, enabling data-driven route optimization, and ensuring cost-effective compliance.
Global and Regional Coverage
While the ISG Supply Chain Services reports will offer a global perspective, the firm will also publish region-specific insights, beginning with a dedicated report on Brazil. This localized approach allows ISG to provide nuanced analysis tailored to regional market dynamics, technology adoption levels, and regulatory considerations.
The global research team, comprising analysts Tarun Vaid, Sidney Nobre, Mamtha R, Rafael Rigotti, Sumit Kumar, and Vaishnavi G K, brings deep domain knowledge and local market expertise to the project. These experts will collaborate closely with ISG’s advisory consultants to ensure the findings are both actionable and grounded in client reality.
Expanding the Scope with Customer Experience Data
All 2025 ISG Provider Lens™ reports, including the Supply Chain Services study, will incorporate enhanced customer experience (CX) metrics. These insights are derived from ISG’s ongoing CX research, which captures detailed feedback from enterprise clients regarding their satisfaction with specific provider services and solutions.
By including CX data, ISG adds a qualitative dimension that complements technical performance evaluations. Enterprise buyers will be able to make more informed decisions by understanding how providers are perceived by their peers across criteria such as innovation, responsiveness, and value creation.
Organizations that wish to contribute their experiences with supply chain service providers are encouraged to participate in ISG’s online survey. Respondents will receive a complimentary copy of the final report as a token of appreciation for their input.