The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024 has been published, and we’re proud to reveal that Concentrix has been named a Strong Performer among the 12 top CX strategy consulting services providers.

The Forrester report notes, “Concentrix is a good fit for organizations looking for deep industry expertise and an ability to leverage other industries’ best practices to rapidly advance the firm’s strategy.”

Why CX Consulting Matters

It’s no longer enough for businesses to provide excellent products or services; they must deliver exceptional, seamless experiences that build trust, loyalty, and long-term relationships. This is where CX consulting comes in—redefining strategies to adapt to changes in the market, customer expectations, and the competitive landscape to unlock new levels of efficiency, innovation, and growth. CX consulting operates as a unifying force in an organization, reimagining new ways to integrate the latest tech and AI to deliver more value to customers and the business, and recommending changes to inform and reshape operating model design.

With the right partner, businesses that invest in CX strategy consulting can gain access to:

• Human-centered design: Focusing on insights gathered directly from customers, CX consulting emphasizes empathy and understanding. The result? Designs that not only address customer pain points but also create moments of delight throughout the entire customer journey.
• Transformational outcomes: From reducing customer efforts in self-service platforms to integrating AI-powered solutions for personalization, CX consulting can lead to significant ROI.
• A unified customer vision: CX consulting aligns organizations around a shared vision of success by mapping out initiatives that deliver both customer trust and commercial outcomes. By uniting diverse departments under a single roadmap, companies can prioritize effectively and act decisively.
• Scalable innovation: Successful CX transformation combines creativity with scalable technology. From AI-driven insights to predictive analytics tools, CX consultants bridge the gap between concept and execution, ensuring businesses remain competitive in the long term.