Core Insights - The intelligent automation landscape in Europe is evolving with increased technological sophistication, competition, and service development [1][2] Group 1: Intelligent Automation Trends - Enterprises are transitioning from basic robotic process automation (RPA) to integrated automation that combines AI and process management tools [2][3] - Organizations are utilizing data-driven discovery tools like process mining to identify inefficiencies before implementing automation [3] - The demand for intelligent enterprise automation (IEA) remains steady, with a focus on compliance, sustainability, and flexible pricing models [6] Group 2: AI and Automation Technologies - Providers are investing in AI-powered bots capable of executing complex workflows, with a growing number of use cases [3] - Agentic AI is facilitating advanced intelligent enterprise automation, with companies deploying AI agents that operate with contextual awareness across various functions [3] - There is a preference for small language models (SLMs) that enhance large language model (LLM) capabilities with domain-specific data [3] Group 3: Governance and Ethical Considerations - Responsible AI is becoming a central concern, with organizations focusing on decision-making accuracy and human oversight [4] - Emphasis is placed on governance frameworks, ethical AI practices, and compliance to manage risks associated with automation [4] Group 4: Human-Machine Collaboration - Human-machine collaboration is critical, with hybrid teams of humans and autonomous systems delivering business outcomes [5] - The integration of autonomous systems requires new roles, skills, and structured change management [5] Group 5: Market Evaluation and Key Players - The report evaluates 43 providers across three quadrants: Intelligent Enterprise Automation, AIOps, and Next-Gen Automation [8] - Accenture, Atos, Capgemini, Infosys, T-Systems, and Vivicta are recognized as Leaders in all three quadrants [9] - LTIMindtree is named the global ISG CX Star Performer for 2025, achieving the highest customer satisfaction scores [10]

Core Insights - European power and utilities companies are increasing investments in advanced analytics and AI-enabled operations to achieve grid modernization, decarbonization, and digitalization [1][2] Investment Trends - Utilities are expanding renewable generation and investing in grid infrastructure in response to stricter clean energy regulations and decarbonization targets [2][5] - Grid investment remains the top priority for European utilities as networks adapt to higher renewable penetration and electrification [6] Operational Changes - Enterprises are moving beyond commodity electricity procurement to pursue new, value-driven revenue models by partnering on demand response, storage, and grid-interactive platforms [3][4] - Utilities are modernizing their transmission and distribution networks and digitalizing grid operations to enhance resilience and integrate renewable energy sources [4][5] Technology Adoption - Providers are supporting utilities by modernizing grids and strengthening integration between IT and operational systems, utilizing data analytics and AI for improved forecasting and operational coordination [3][4] - Decarbonization planning is becoming more structured and investment-driven, with enterprises relying on consulting support for technology choices and investment priorities [5] Market Dynamics - The report evaluates 39 providers across four quadrants: Enterprise Asset Management, Process and Customer Experience Management, Smart Metering and Grid Modernization, and Technology, Transformation and Consulting [8] - Accenture, Capgemini, Cognizant, Deloitte, IBM, Infosys, NTT DATA, TCS, and Wipro are named as Leaders in four quadrants each, indicating strong market positions [9] Customer Experience - Capgemini is recognized as the global ISG CX Star Performer for 2025 among power and utilities service providers, achieving the highest customer satisfaction scores [10]

Core Insights - Large U.S. enterprises are transitioning from isolated analytics and AI initiatives to integrated programs that encompass all core business systems [1][2] - AI spending as a share of IT budgets has nearly tripled in the past two years, reaching almost 6 percent, indicating a significant shift towards embedding AI in decision-making and performance measurement [3] Group 1: Integration of AI and Analytics - U.S. enterprises are embedding analytics and AI into decision-making processes, automating operations, and measuring performance across the organization [2][3] - Organizations are seeking unified data foundations to support predictive analytics and ambitious AI goals due to increasing complexity in IT environments [2][3] Group 2: Operating Models - Midsize enterprises are adopting hybrid operating models that blend central coordination with domain autonomy, allowing different parts of the organization to advance at their own pace [4] - Large enterprises are formalizing operating models for advanced analytics and AI initiatives, consolidating leadership and governance across the organization [3] Group 3: Role of Specialist Providers - Specialist providers are becoming crucial partners for enterprises, focusing on applying advanced analytics and AI to regulated or high-precision data, such as customer data and supply chain telemetry [5] - The demand for analytics and AI services is expected to grow, with organizations under pressure to connect these investments to measurable business results [6] Group 4: Trends in Analytics and AI Services - The reports highlight the importance of change readiness and process reengineering for successful advanced analytics and AI initiatives [6] - There is an increasing demand for consumption-based and outcome-linked pricing models from service providers [6] Group 5: Provider Evaluations - The 2025 ISG Provider Lens reports evaluate the capabilities of various providers, naming leaders and rising stars in the analytics and AI services space [9][10][11] - Capgemini has been recognized as the global ISG CX Star Performer for 2025, achieving the highest customer satisfaction scores in the Voice of the Customer survey [12]

Core Insights - Insurance enterprises are increasingly integrating AI into their operations to enhance agility, personalization, and operational excellence amid various business challenges [1][2] Industry Trends - Insurers are reassessing their operating structures due to inflation, climate-related risks, cyber threats, and the demands of digital-first consumers, leading to a shift towards AI and intelligent architectures [2][3] - The transformation of insurance operations is influencing collaboration with IT outsourcing (ITO) and business process outsourcing (BPO) providers [2] Technological Advancements - Modular AI systems are being adopted to automate functions such as triage, document processing, and fraud detection, allowing for straight-through processing of routine tasks [3] - Cloud-native platforms are replacing traditional core systems, enabling composable architectures that facilitate the addition of new capabilities with minimal disruption [4] - API-first frameworks are being utilized to integrate advanced analytics and real-time data sources into workflows for underwriting and claims processing, reducing technology costs and increasing agility [4] Customer Engagement Strategies - Insurers are expanding into embedded distribution channels, collaborating with retail, fintech, and health platforms to introduce products at the point of need, leveraging data from IoT devices and digital touchpoints [5] - In life and retirement insurance, hybrid products are being introduced to align with policyholders' experiences and long-term goals [5] Operational Efficiency - The use of predictive analytics in underwriting and intelligent automation in compliance and audit functions is increasing, reshaping operating models for speed, accuracy, and flexibility [6] Provider Evaluation - The report evaluates 48 providers across three quadrants: Life and Retirement (L&R) Insurance Services Specialists, Property and Casualty (P&C) Insurance Services Specialists, and Insurance ITO Services Specialists [8] - EXL, Sutherland, and WNS are recognized as Leaders in two quadrants each, while Xceedance is named a Rising Star in two quadrants [9] Customer Experience Recognition - Sutherland is named the global ISG CX Star Performer for 2025 among Insurance Industry Specialists providers, achieving the highest customer satisfaction scores in ISG's Voice of the Customer survey [10]

Core Insights - Leading insurance enterprises are adopting generative AI and agentic AI to enhance speed, pricing, accuracy, and customer experience, gaining a competitive edge in the market [1][2] Industry Trends - The insurance sector is transitioning from manual, document-heavy workflows to automated processes, improving efficiencies and enabling hyperpersonalized products [2][3] - AI technology is now production-ready across various insurance functions, including underwriting, claims, customer experience, fraud detection, and risk management [3][7] Underwriting and Claims Processing - Generative AI is utilized in underwriting to extract data from various sources, improving risk assessment and reducing manual review times [3][4] - Claims processing is expedited through GenAI, which understands claimant descriptions and assesses damage using image models, significantly reducing cycle times from weeks to days [4] Customer Service Enhancements - Conversational AI is being implemented in customer service to improve interactions, address policy questions, and generate personalized content, leading to better customer engagement [5] Agentic AI Implementation - Insurers are deploying agentic AI systems that can autonomously manage underwriting and claims processes, allowing staff to focus on complex risks and strategic relationships [6][7] Future Outlook - In the next three to five years, AI agents are expected to handle many routine operations in insurance, while human staff will concentrate on tasks requiring judgment and empathy [7] Provider Evaluation - The report evaluates 28 providers in the insurance AI space, naming several as leaders and rising stars based on their capabilities in GenAI and agentic AI services [9][10]

The Insurance Council of Australia (ICA) is collaborating with Shift Technology and EXL to establish a new insurance fraud detection platform. The initiative will make it possible for insurers across the country to share data on fraudulent claims and coordinate investigations, beginning with car insurance as the first area of focus. This platform will be developed in partnership with the Insurance Crime Intelligence Network of Australia (ICINA), ICA’s counter-fraud and scams division. It will support se ...

Core Insights - Australian business leaders recognize the importance of artificial intelligence (AI) and data for future growth, yet most are unprepared to implement them [1][2] - There is a significant confidence gap, with 64% of executives optimistic about growth, but many are still in early or planning stages regarding AI adoption and data strategy [2][4] Group 1: AI Adoption and Confidence - Only 34% of companies have implemented AI to support operations or decision-making, while 45% have not started [5] - Trust in AI is low, with only 27% of respondents confident in the accuracy of AI-generated insights for decision-making [2][5] - Fewer than half of the respondents feel confident in their AI approach, indicating a need for improvement in delivery and implementation [4] Group 2: Data Strategy and Governance - A significant portion of organizations lack a data strategy, with 35% not having one and 18% still in the planning phase, leaving over half without clear direction [5] - Only 27% of businesses review their AI strategies quarterly or more frequently, suggesting a lack of ongoing assessment [5] - Ethical protocols for AI are not well established, with only 41% of organizations having set guardrails, despite 44% rating regulatory compliance as extremely important [5] Group 3: Leadership and Operational Changes - The report emphasizes the need for strong leadership and a shift in internal operations to avoid being left behind in a rapidly evolving market [4] - Companies are encouraged to build systems, teams, and habits that facilitate effective AI implementation [4]