Trends Report

Vendor Landscape: Picking The Right Consultant To Support Your Culture Transformation

Assessing The Culture And Customer Experience Transformation Experts

November 22nd, 2016
Samuel Stern, null
Samuel Stern
With contributors:
Harley Manning , William Willsea , Andrew Reese


Companies that want their cultures to become customer-centric typically need help making the change. This report looks into service providers that can help customer experience (CX) professionals advance their CX maturity through a culture transformation. Forrester interviewed 16 of these firms to better understand their capabilities, key clients, and industry expertise. The resulting analysis helps CX pros decide which consultancies are the right ones to partner with on the journey to customer obsession. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We revised this edition to factor in progress in the provider space.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.