Forrester

Why Read This Report

This report is an update to "Enterprise Customer Experience Transformation Consultants" originally published on October 21, 2010. This report provides an overview of the types of technology that customer experience professionals can use to act in transforming their company into an experience-driven organization. Forrester scanned the market for companies offering enterprise customer experience transformation services and found two types of providers: management consultants and boutiques. All of the 15 vendors we interviewed help clients build an initial customer experience transformation road map. Some can also execute key steps in that road map like employee training, process redesign, and IT systems implementation (though capabilities in this area vary widely). To help select the right partner, customer experience professionals should start by creating a shopping list that defines the types of help they are likely to need and the level of commitment they are willing to make. Keywords: customer experience, customer experience management, enterprise, sourcing and procurement, sourcing strategy and execution