“The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019” is now live. This 30-criterion evaluation assessed and scored nine prominent consultancies on their abilities to help business leaders link business goals to customer experience (CX) strategy and then execute a plan to transform the business to deliver new and differentiated customer experiences. The firms we evaluated are Accenture, Bain & Company, EY, KPMG, McKinsey & Company, North Highland, Publicis Sapient, PwC, and Strativity Group.
We recognize that business leaders see transforming their customers’ experiences as a major business transformation effort. So as part of this process, we assessed each provider’s current CX consulting offerings, strategy, and market presence to illustrate how these consultancies compare to each other, helping CX leaders pick the provider that best meets their CX strategy and business transformation needs.
It’s important to note that the Forrester Wave is an assessment of the top firms in a market and does not represent the entire vendor landscape. If you’re looking to understand the full range of customer experience consultancies, we recommend that you look at our Now Tech on CX consulting practices and our report on how to select an experience design provider.
I’m happy to take questions on and talk through the work that went into this Wave; feel free to set up an inquiry.