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For Customer Experience Professionals

Service Design Agency Overview, 2013

December 31, 2013


  • By Kerry Bodine,
  • Michael E. Gazala
  • with John Dalton,
  • Curt Nichols

Why Read This Report

Service designers define and implement interactions that span time and multiple touchpoints — as well as the behind-the-scenes activities and systems that enable firms to deliver those interactions as planned. These firms can help companies improve their customer experience maturity. To help customer experience professionals kick-start the agency selection process, Forrester gathered details about 103 agencies that perform a range of service design work in Europe, the Middle East, and Africa (EMEA); North America; Asia Pacific; and Brazil. This report includes self-reported data about agency size, industry expertise, capabilities, locations, and target clients.

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Table of Contents

  • Service Design Agencies Provide Critical CX Expertise
  • European Service Design Agencies Abound
  • North American Agencies Reach From Coast To Coast
  • Asia Pacific Is Home To 14 Agencies In Six Countries
  • Just Three South American Agencies Answered Our Call

  • Select The Right Service Design Partner
  • Supplemental Material
  • Related Research Documents