In a new market report from Forrester, Boston Consulting Group’s client experience practice has won industry recognition of the kind that makes or breaks sales negotiations.

Forrester is a market intelligence firm that advises companies on what IT products to buy and which consultants to hire. In a recent report about customer experience consultancies, Forrester named BCG as a Leader, the highest possible designation.

The report is entitled “The Forrester Wave: Customer Experience Strategy Consulting Practices, Q4 2022”. It looks at 14 firms that earn over $250 million annually from providing customer experience advisory services. 

Forester organized the firms it assessed into categories: Challengers, Contenders, Strong Performers and Leaders.

The fact that BCG elbowed its way into the Leaders category is only one aspect of the news. For potential clients considering to work with BCG, the more notable detail is how the firm got there. 

Forester looks at three main factors when it evaluates a customer experience consultancy: the firm’s current offering, business strategy and market presence. BCG’s current offering received a score of 4.8 out of 5, more than any other consultancy in the report.

“We help our clients build exceptional customer experiences and, therefore, generate higher value for their organizations, which is why we are so pleased to be recognized by Forrester as a Leader in CX Strategy Consulting,” commented BCG managing director and senior partner Karen Lellouche Tordjman.

BCG’s customer experience practice advises companies on how they can make it more convenient for shoppers to buy their products. The firm can also find ways of making a company’s products more competitive.

A lot of BCG’s work in this area focuses on measuring the quality of customer experiences. The firm can, for instance, ascertain whether a redesign of an ecommerce site’s UI produced the expected surge in purchases.

Forester also assists companies with other parts of their customer experience optimization projects. The firm manages organizational details like creating budgets for customer experience improvements and assembling teams to implement them.

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