October 8, 2025 | New at BCG

BOSTON—Boston Consulting Group (BCG) was named a Leader in the IDC MarketScape: Worldwide Customer Experience Strategy Consulting Services 2025 Vendor Assessment (Doc #US52973025, September 2025). According to the report, “BCG helps businesses transform CX into a powerful driver of growth, loyalty, and competitive advantage.”

IDC MarketScape evaluated 18 organizations, placing them into one of four categories: Leaders, Major Players, Contenders, or Participants. BCG was placed in the Leaders Category.

“AI and agentic AI are reshaping how companies connect with their customers,” said Karen Lellouche Tordjman, leader of BCG’s global Customer Experience team. “At BCG, we help clients go beyond incremental improvements to create seamless, personalized, and scalable customer journeys. That’s why we are thrilled to be recognized as a Leader in customer experience strategy consulting services by IDC MarketScape.”

The IDC MarketScape’s report highlighted the following strengths:

  • “BCG demonstrates strength in CX strategy offerings across the full life cycle of CX transformation, beginning with strategy design and delivering through technology implementations.”
  • “Clients rate BCG professionals as exceptional, combining passion, adaptability, and problem-solving expertise while operating as part of the client's operating model, pushing back with best practices rather than focusing on rigid contractual scope limitations.”
  • “BCG frames CX as a driver of business value, linking it to corporate strategy, revenue growth, and competitive advantage, distinguishing itself from firms focused solely on tactical CX improvements.”

According to the report, “With a grounding in deep industry expertise and proprietary tools, BCG blends strategy with hands-on implementation, practitioner collaboration, and change management to deliver tangible results.”

Access the IDC MarketScape excerpt report here.

To be included in this IDC MarketScape assessment, vendors were required to have a defined CX strategy consulting services offering and a minimum of $25 million in annual revenue from CX strategy consulting services over the last fiscal year, generated in each major geographic region.

Media Contact: Eric Gregoire gregoire.eric@bcg.com

About IDC MarketScape

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

About Boston Consulting Group

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.