November 20, 2017
I believe most firms have an existential need for a great digital experience service provider — an agency or consultancy — that can help them design, build, and sometimes operate the complex digital experiences your customers crave. Your need for help is driven by skyrocketing customer expectations, touchpoint complexity that’s out of control, and the ever-expanding universe of experiences. Just keeping up is enough to exhaust even the most stalwart of companies.
I’ve long looked at the software you need to deliver snappy, relevant experiences on websites, mobile phones, and now smart speakers, chatbots, cars, and more. It’s a complex brew of software, data, content, and integration.
But I’m now also looking at the digital experience service providers, partners that can “help companies design, build, and manage digital customer experiences in the context of their digital business transformation.”
Implementation is the fourth leg of the experience stool, joining software, data, and content as the dominant resource you need to be successful. So getting the right partner is critical to your success. That’s what make these service providers an existential need.
We track more than 60 digital experience service providers. For this Wave, we identified the 14 most significant big ones — Accenture, Deloitte, Digitas, EPAM, Epsilon, IBM, Isobar, MRM//McCann, PwC, SapientRazorfish, TCS, VML, Wipro, and Wunderman — and researched, analyzed, and scored them. Our new Forrester Wave: Digital Experience Service Provider, Q4 2017 report (for clients) shows how each of these 14 providers measures up.
No, I’m not giving away the ranking. I’m sure you’ll be able to find that out there soon enough. But what really matters is the matchup: Which provider is best for you?? Are they even on the graphic? You want a provider with the right skills, experience in your industry (or the industry that inspires you), mastery of your software and data needs, and the right cultural fit. Every company’s needs are different. There is no one-size-fits-all provider.
So, sure, start with the Wave picture, scorecard, and writeups. But keep your eyes open and don’t be seduced by the placement on the graphic or even if a provider you want isn’t there. Think instead of those factors: skills, software, data, culture, location, and industry. Evaluate and choose the provider with the best fit that can help you design, build, and maintain the best possible digital experience in the context of your digital transformation. I’m happy to help. Just reach out.