BCG Named a Leader in Customer Experience Strategy Consulting Practices in Report by Independent Research Firm

BOSTON—Boston Consulting Group (BCG) was named a Leader in Customer Experience (CX) Strategy Consulting Practices in a new report by Forrester Research, an independent research firm. The report, titled The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022, said BCG “…differentiates with a framework that fuels CX transformation.”

Forrester’s report assessed the 14 most significant CX strategy consulting providers, deeming participating vendors Challengers, Contenders, Strong Performers, or Leaders. Based on its performance, BCG was placed among the Leaders.

The report cited BCG’s MIDAS framework (measure, innovative, deliver, activate, and synchronize), which sequences BCG’s activities and orchestrates access to the firm’s tools and resources, including technology implementation, AI and data analytics, and creative support. The report also noted that BCG “…leverages a powerful partner ecosystem that includes a broad base of technology vendors, social organizations, and highly regarded academic institutions” and “makes significant annual investments in R&D to support its practice growth and evolution.”

“We are honored to be recognized by Forrester as a Leader in CX Strategy Consulting,” said Bharat Poddar, a BCG managing director and senior partner. “Using our unique MIDAS methodology, and by drawing on a suite of proprietary tools and multidisciplinary expertise, we help our clients deliver an unsurpassed customer experience.”

Recognition for BCG’s Current Offering, Strategy, and Market Presence

Forrester evaluated CX strategy consulting providers on 28 criteria, which were grouped into three categories: current offering, strategy, and market presence. Within the Current Offering category, BCG earned a score 4.78 out of 5.00—the top score in the category. BCG also received the highest score possible (5.00) in the Partner Ecosystem and Innovation Roadmap criteria within the Strategy category, and in the Client Penetration by Region criterion within the Market Presence category.

According to Forrester’s report, “BCG displayed the largest number of strengths in our evaluation,” including:

  • A robust approach to marketplace analysis that features a wide variety of data sources and methods
  • A proprietary ROI model that estimates the value of investing in CX improvements
  • CX measurement programs that are designed in the context of benchmarks for customer and operational KPIs
  • Employee-activating training and tools to measure and manage the client’s culture transformation

Forrester’s report stated, “BCG is a good fit for large organizations that need a robust ROI model to demonstrate the business benefits of improving customer experiences.”

“Companies with the highest customer satisfaction scores generate twice as much shareholder value as those earning average scores,” said Karen Lellouche Tordjman, a BCG managing director and senior partner. “We help our clients build exceptional customer experiences and, therefore, generate higher value for their organizations, which is why we are so pleased to be recognized by Forrester as a Leader in CX Strategy Consulting.”

To be included in this Forrester report, vendors must have capabilities in core CX strategy disciplines, over $250 million in annual revenue directly from CX strategy consulting engagements, multinational operations, and relevance to Forrester clients.

Access the full Forrester report here.

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