ISG report says AI shifts BPO success metric from cost to outcomes, innovation

Information Services Group, Inc.

Information Services Group, Inc.

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  • ISG’s State of BPO Report finds enterprise expectations shifting as AI scales, pushing BPO providers toward measurable outcomes over labor-based delivery.
  • ISG data show BPO contract bookings remain below 2019 levels, while IT outsourcing bookings have risen since the pandemic.
  • Survey of 250 decision-makers shows 70% want more innovation from providers; only 40% expect outsourced staff growth.
  • AI use in BPO skews to efficiency: 43% report efficiency-led adoption, versus 14% reporting AI-first outcomes.
  • Alternatives to BPO are gaining: 90% plan to expand global capability centers’ scope over the next 12 months.


Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. ISG - Information Services Group Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 20260617727266) on June 17, 2026, and is solely responsible for the information contained therein.

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