WNS Named a Global ‘Leader’ in Customer Experience Services by ISG for the Third Consecutive Year

Read | Oct 27, 2025

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ISG Provider Lens Quadrant Report

Key Points

ISG has recognized WNS, part of Capgemini, as a ‘Leader’ in its 2025 Provider Lens™ Quadrant Report for Contact Center – Customer Experience Services across all three quadrants globally – Digital Operations, Intelligent Agent Experience and Intelligent CX (AI & Analytics). The recognition follows a comprehensive evaluation of Customer Experience (CX) service providers across strategy and vision, technology innovation, partner ecosystem, brand presence, and breadth and depth of service portfolio.

AI continues to re-define contact centers as strategic hubs driving customer trust, loyalty and enterprise growth. Organizations are increasingly leveraging AI and Agentic AI to deliver personalized, proactive and scalable experiences while addressing challenges around data integration, responsible deployment and workforce upskilling. WNS is enabling this evolution through innovative, domain-driven CX solutions that blend human expertise with AI, analytics and automation.

While recognizing WNS’ leadership in digital-first transformation, the report emphasizes the company’s growing strength in embedding Agentic AI into CX and agent experience workflows, backed by strategic acquisitions and a robust partnership ecosystem. WNS’ investments in Generative AI, advanced analytics and skill development continue to expand its capabilities, driving measurable business impact for clients worldwide.

Namratha Dharshan, Chief Business Leader at ISG, and Hemangi Patel, Senior Manager and Principal Analyst at ISG, share their thoughts on WNS’ leadership position across all three global quadrants:

Digital Operations: “WNS is orchestrating digital-first operations by embedding agentic AI into CX and agent experience workflows, strengthened by its recent acquisition and a robust partnership ecosystem to accelerate value realization for clients.”

Intelligent Agent Experience: “By seamlessly integrating GenAI across assistive tools, training and quality management, WNS creates a future-ready agent ecosystem that delivers quick resolutions, precise insights and consistently improved AX and CX.”

Intelligent CX (AI & Analytics): “WNS demonstrates a CX-first mindset by combining modular AI-powered platforms with deep consulting expertise, enabling clients to unlock measurable improvements in satisfaction, resolution speed and cost-to-serve.”