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BCG Recognized as a Leader in Customer Experience Strategy Consulting Services by Independent Research Firm

BOSTON—Boston Consulting Group (BCG) has been named a Leader in customer experience (CX) strategy consulting services in a new report by Forrester Research in its evaluation, The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024. The report recognized BCG for making “significant investments in its practice” and “…infusing AI and genAI into its long-standing CX offerings…”

In their evaluation of CX strategy consulting service providers, Forrester researched, analyzed, and scored the most significant ones. Providers were classified into three categories: Leaders, Strong Performers, and Contenders. BCG emerged as one of four vendors identified as a Leader in CX strategy consulting services.

“Companies with the highest customer satisfaction scores generate twice the shareholder value of those with average scores,” said Karen Lellouche Tordjman, a BCG senior partner, managing director, and head of the firm’s global customer experience initiatives. “BCG’s unique approach empowers our clients to achieve this by delivering an unmatched customer experience. For us, this recognition reinforces our reputation as a trusted advisor for businesses seeking innovative, customer-centric growth strategies.”

BCG’s highlights from the report include:

  • “BCG’s CX practice has rock-solid foundations for its CX strategy engagements, staffing its engagement teams with the practice’s senior leaders, industry experts, and functional-area experts and leveraging MIDAS’s (measure, innovate, deliver, activate, and synchronize) suite of best-practice frameworks and methods. It shows higher-than-average willingness to co-invest with clients.”
  • “BCG earned many superior ratings for its current offering, from the base elements for an engagement — such as the marketplace analysis and customer research that support vision development — through aligning, training, and shaping the culture of its clients’ employees. The depth and breadth of the MIDAS framework and BCG X’s growing technology support demonstrate ongoing commitment to this practice.”
  • “Reference customers appreciate BCG’s subject matter, industry, and overall business expertise. Multiple customers praised its ability to understand their firm and contextualize recommendations in light of their business goals and end customers’ needs.”

Forrester assessed the CX strategy consulting providers against three categories: Current offering, Strategy, and Customer feedback. BCG achieved the highest possible score of 5.00 in 21 out of 27 criteria: 

  • Current offering
    • Marketplace analysis
    • Customer research
    • Current-state assessment
    • Industry-specific specializations
    • Functional-area specializations
    • CX vision development process
    • Business case development
    • CX function development
    • CX roadmap development
    • CX metrics development
    • CX analytics and insights
    • Employee CX training
    • Ecosystem alignment
    • Culture change implementation
    • Culture measurement implementation
    • Proprietary data offerings
    • Proprietary data integration capabilities
    • CX technology implementation capabilities
    • Standardized CX frameworks
  • Strategy
    • Pricing flexibility and transparency
    • Supporting services and offerings

According to the report, “BCG is a good fit for organizations looking for strategic and comprehensive support for complex end-to-end CX programs centered on ROI.”

Access the full Forrester report here and learn more about BCG’s CX consulting capabilities here.

Media Contact:
Eric Gregoire
+1 617 850 3783
gregoire.eric@bcg.com

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