Wave Report

The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020

The 12 Providers That Matter Most And How They Stack Up

December 2nd, 2020
TJ Keitt, null
TJ Keitt
With contributors:
Ted Schadler , Angelina Gennis , Judy Weader , Harley Manning , Nigel Fenwick , Ben Salamin , Shayna Neuburg


In our 28-criterion evaluation of customer experience (CX) strategy consulting practices, we identified the 12 most significant ones — Accenture, Bain & Company, BearingPoint, Capgemini, Deloitte, EPAM, IBM, KPMG, McKinsey & Company, North Highland, PwC, and Rightpoint — and researched, analyzed, and scored them. This report shows how each practice measures up and helps CX professionals select the right one for their needs.

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