Organizations reshape operations to strengthen cash management, decision-making and controls, with AI as an enabler, ISG Provider Lens^® report says

Companies worldwide are using advanced technologies and specialized services to redesign accounting operations for greater resilience amid economic and geopolitical volatility, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens^® global Finance and Accounting Outsourcing (FAO) Services report finds that CFOs increasingly prioritize cash, controls and measurable outcomes as cost pressure and elevated uncertainty persist. Finance outsourcing is extending into judgment-intensive activities, including financial planning and analysis, and companies are combining outsourced services with shared services, global capability centers and retained finance teams.

"Finance leaders are no longer assessing outsourcing simply by how efficiently a transaction moves through the system," said Robert Stapleton, partner, ISG. "They want an operating model that turns finance data into timely action while retaining clear responsibility for sensitive decisions."

Companies are applying generative AI, predictive analytics and agentic capabilities across invoice processing, collections, reconciliations, reporting, tax and planning. These tools can interpret information, identify exceptions, recommend actions and perform defined activities under human oversight. Enterprises still require auditability, security, data lineage and clear accountability, especially in payments, accounting, tax and regulatory work. They increasingly evaluate AI based on real-world evidence of measurable productivity, accuracy, control or financial benefits.

As economic and geopolitical uncertainty heightens concerns about liquidity and operational resilience, CFOs are focused on maintaining working capital. Companies are improving collections, reducing disputes and increasing cash visibility to strengthen finance performance. At the same time, financial planning, forecasting and scenario modeling are becoming more important as leaders seek faster, better-informed responses to change, raising the strategic relevance of invoice-to-pay and order-to-cash processes.

Organizations seek to reduce manual effort and exceptions by orchestrating processes, data, applications and AI across finance workflows. Automating individual tasks delivers limited benefits, because finance functions span multiple systems including procurement, billing and planning. Companies increasingly retain strategic ownership while sourcing selected technology, transformation and specialized finance activities. Hybrid models combining outsourcing, global capability centers, shared services and retained teams are becoming more common, ISG says.

"Integrating AI into existing finance processes will produce limited gains," said Gaurang Pagdi, lead author of the report. "The real opportunity comes when providers help clients redesign workflows, controls and decision-making around the technology."

The report also explores other FAO trends, including financial talent shortages and the growing need for strong data foundations as companies increase the role of AI in financial processes.

For more insights into the finance and accounting challenges faced by enterprises, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates 33 providers across four quadrants: Invoice to Pay (I2P), Order to Cash (O2C), R2R and Tax Services and Financial Planning and Analysis (FP&A).

The report names Accenture, Capgemini, Cognizant, Deloitte, EXL, EY, Genpact, HCLTech, Infosys, TCS and Wipro as Leaders in all four quadrants. It names IBM and PwC as Leaders in two quadrants each. Conduent, KPMG and Sutherland are named as Leaders in one quadrant each.

In addition, Auxis - Grant Thornton is named as a Rising Star — a company with a "promising portfolio" and "high future potential" by ISG’s definition — in three quadrants. Sutherland is named as a Rising Star in one quadrant.

In the area of customer experience, HCL is named the global ISG CX Star Performer for 2026 among Finance and Accounting Outsourcing providers. HCL earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

Customized versions of the report are available from Capgemini, EY, Infosys and PwC.

The 2026 ISG Provider Lens^® global Finance and Accounting Outsourcing (FAO) Services report is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

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Press Contacts:

Laura Hupprich, ISG

+1 203-517-3132

laura.hupprich@isg-one.com

Erik Arvidson, Matter Communications for ISG

+1 978-518-4542

isg@matternow.com