CURRENT RESPONSIBILITIES: Heiko Henkes serves as Director and Principal Analyst at ISG, where he oversees the
Global ISG Provider Lens (IPL) Program for all IT Outsourcing (ITO) studies alongside
his pivotal role in the global IPL division as strategic program manager and thought
leader for IPL Lead Analysts.
Additionally, Henkes heads the Star of Excellence, ISG's global customer experience
initiative, steering program design and its integration with IPL and ISG's sourcing
practice. His expertise lies in guiding companies through IT-based business model
transformations, leveraging his deep understanding of continuous transformation, IT
competencies, sustainable business strategies, and change management in a Cloud-AI-
driven business landscape. Henkes is renowned for his contributions as a keynote
speaker on digital innovation, where he shares insights on leveraging technology for
business growth and transformation.

REGIONAL FOCUS: Global

SERVICE LINE FOCUS: ITO

WHAT DO YOU WANT TO HEAR FROM THE PROVIDERS? Factors that differentiate their offering from the mass - case studies on how they bring value to clients by using emerging technologies