October 2024: Top 12 CX (Customer Experience) Consultants, Services, and Consulting Firms
Updated: October 2024
"Customers may forget what you said but they'll never forget how you made them feel."
This famous quote by Maya Angelou captures the essence of customer experience (CX) perfectly. In an era where products and services are increasingly commoditized, the differentiator often boils down to the quality of the customer experience.
Businesses seeking to elevate their CX can gain a significant edge through the expertise of top Customer Experience consultants, services, and consulting firms.
The Value of CX Experts
CX consultants bring knowledge and innovative strategies to the table, transforming how businesses interact with their customers. By leveraging data analytics, customer journey mapping, and user feedback, these experts identify pain points and opportunities to enhance satisfaction and loyalty.
Their interventions can lead to more personalized, efficient, and enjoyable customer interactions, which are key to building long-term relationships and driving growth.
Moreover, in the digital age, where customer expectations are higher than ever, a superior customer experience can serve as a powerful brand differentiator.
Companies that invest in CX consulting often see a direct impact on their bottom line, with increased customer retention, higher conversion rates, and improved brand reputation. These benefits underscore the critical role that CX consultants play in enabling businesses to compete and thrive in today's market.
Choosing the Right CX Partner
Identifying the ideal CX consulting firm or service for your business starts with a clear understanding of your specific needs and goals.
Consider factors such as the firm's expertise in your industry, its approach to customer experience design, and its track record of success. It's also important to evaluate their methodology to ensure it aligns with your company's culture and objectives.
Collaboration is key to the success of any CX initiative. The right partner will work closely with your team to co-create solutions that are tailored to your unique challenges and opportunities.
This collaborative approach not only ensures that the strategies are practical and actionable but also facilitates skill transfer, empowering your team to sustain improvements over the long term. Therefore, selecting a partner who values open communication and partnership is as crucial as their technical expertise in customer experience.
TL;DR Top CX (Customer Experience) Consultants, Services, and Consulting Firms
Alpha Apex Group: Alpha Apex Group excels in enhancing customer experience through dedicated consulting services, employing a blend of technology, analytics, and human-centric design principles to transform interactions and boost loyalty, reputation, and profitability.
Walker Information: A leader in experience management services, Walker Information excels in enhancing customer and employee experiences through a mix of technology, managed, and advisory services, established in 1939 with a deep commitment to customer-centric decision-making.
CX Pilots: Specializing in customer experience for professional service firms, CX Pilots leverages a blend of social science and strategy to drive human-centered business transformations, creating value through improved customer and employee experiences.
CXG: A global consultancy focusing on premium and luxury brands, CXG excels in crafting bespoke strategies for superior customer satisfaction and engagement, emphasizing brand and culture transformation to elevate brand experiences.
TELUS International: A global digital customer experience solutions provider, TELUS International offers a comprehensive suite of services including AI data solutions and customer experience management, known for its caring culture and emphasis on enhancing the human experience through digital innovation.
Watermark Consulting: A boutique firm specializing in elevating customer service and overall experience, Watermark Consulting focuses on the interplay between employee satisfaction and customer loyalty, offering strategies that transform companies into brands known for exceptional customer engagement.
Alpha Apex Group, Leaders in CX (Customer Experience) Consulting.
Alpha Apex Group is renowned for its exceptional focus on enhancing customer experience (CX), offering dedicated consulting services that help businesses elevate their customer interactions. They understand the critical role that customer satisfaction plays in business success and specialize in creating seamless, engaging customer journeys.
The team at Alpha Apex Group employs a blend of technology, analytics, and human-centric design principles to transform the way businesses interact with their customers. Their strategies are crafted to boost customer loyalty, enhance brand reputation, and increase overall profitability.
Key Services:
Customer journey mapping
CX strategy and design
Voice of the customer analytics
Digital transformation for improved CX
Employee training and engagement for better service delivery
Why work with Alpha Apex Group:
Alpha Apex Group stands out for its ability to translate customer insights into actionable business strategies. Working with them ensures that every customer touchpoint is optimized for satisfaction and loyalty, directly contributing to improved business outcomes and customer retention.
Walker Information is a leader in the experience management services domain, focusing primarily on enhancing customer and employee experiences.
Established in 1939 and based in Indianapolis, Indiana, the firm has carved a niche in the management consulting industry, showcasing a deep commitment to making customer-centric decision-making the core of its philosophy. With an impressive annual revenue of $49.1M and a team of 180 dedicated employees,
Walker Information collaborates closely with businesses to embed customer-centricity in every decision, utilizing a blend of technology services, managed services, and advisory services to deliver impactful results.
Key Services:
Experience Management (XM) Technology Implementation
End-to-end Managed Services
Expert Strategic Consulting
Why work with Walker Information?
Walker Information is committed to helping businesses succeed by prioritizing their customers in every decision. The firm offers a unique blend of services that cater to improving customer and employee experiences, making them a pivotal partner for companies looking to gain a competitive edge through superior experience management.
CX Pilots is an industry-leading consultancy specializing in customer experience (CX) for professional service firms. Their journey began in the 1990s with founder Steven Keith's work on digital transformation, which led to the mapping of human experience ecosystems and the birth of CX Pilots.
They focus on driving human-centered business transformations to enhance both customer and employee experiences, ultimately improving partnerships and the bottom line.
Notable Clients:
JPMorgan Chase
Kohler
Moss Adams
Pinion
Prudential
Stantec
Enact
Sensus Xylem
Google
Mercer
Blue Cross Blue Shield
Neumann Monson Architects
Selective Insurance
IBM
Deloitte
Key Services:
Strategy Development and Execution: Aligning corporate strategies with CX objectives for impactful results.
Customer and Employee Engagement: Using detailed surveys and feedback mechanisms to drive change.
Program Roadmap & Strategy: Offering a structured approach to achieve CX goals, incorporating various models for a comprehensive CX program.
Why work with CX Pilots: They offer a unique blend of social science, strategy, change management, and systems thinking to foster a more human-centered approach in businesses. With a track record of creating over a billion dollars in value and conducting hundreds of thousands of surveys, CX Pilots not only promises to transform customer and employee experiences but also to convert CX programs from cost centers into profit centers.
CXG, a leader in customer experience consulting, targets premium and luxury brands looking to transcend in customer satisfaction and engagement. Since 2006, CXG has matured into a global entity with offices spanning from Shanghai to Paris, boasting a rich heritage of collaboration with over 200 luxury clients across continents.
Their expertise lies in not just understanding affluent customer behavior but in crafting bespoke strategies that resonate with and elevate the brand experience.
Industries:
Fashion
Cosmetics
Watches,
Jewelry sectors
Automotive
Hospitality
Lifestyle
Notable Clients:
Cartier
DFS Macau
Berluti
L'Oréal
Key Services:
Brand & Culture Transformation: Focusing on enhancing the employee experience to drive a positive customer experience, aligning internal culture with brand values to support the delivery of exceptional brand experiences.
Organization & Operations Optimization: Streamlining organization and operations to facilitate seamless, consistent, and omnichannel customer experiences across all touchpoints.
Leadership & Governance: Emphasizing the importance of C-suite involvement in leading customer and employee experience initiatives, ensuring a customer-centric mindset across all organizational levels.
The Omnichannel Promise: Ensuring harmonization across all customer touchpoints, making the customer journey seamless regardless of the channel used.
Transforming Experiences: Rigorous alignment across the organization to prioritize understanding, evaluating, and anticipating customer needs to drive a customer-centric strategy.
Why work with CSG?
Their narrative reflects a journey of evolution, from identifying gaps in customer experience strategies to becoming a unified force that premium and luxury brands rely on for transformative outcomes.
The essence of CXG's operation is rooted in the belief that impactful experiences are the cornerstone of memorable and personal human interactions. With a team rich in expertise across the premium and luxury industry, CXG is on a mission to bring brand promises to life, ensuring every strategy crafted is personal, impactful, and fosters long-term partnerships.
TELUS International, headquartered in Vancouver, Canada, is a global leader in the provision of digital customer experience solutions to a wide range of industries.
The company has evolved into a powerhouse of digital innovation, offering services such as data collection, data annotation, customer acquisition, big data analytics, fraud prevention and detection, quality assurance and testing, among others.
TELUS International has expanded its footprint worldwide, operating across North and Central America, Europe, Africa, and Asia, showing its commitment to enhancing the human experience through digital enablement, agile and lean thinking, spirited teamwork, and a caring culture.
Industries:
Technology
Communications & Media
Financial Services
Healthcare
E-commerce
Key Services:
AI Data Solutions
Customer Experience Management
Digital Experience (DX)
IT Lifecycle Management
Advisory Services
Why work with TELUS International?
Choosing TELUS International means partnering with a company that empowers the human experience through its broad range of digital solutions. It stands out for its global reach, with a significant presence in various key markets, and a comprehensive suite of services designed to meet the ever-evolving needs of digital and disruptive brands.
With a workforce of 75,000 employees, TELUS International prides itself on an award-winning culture that puts both employees and customers first, ensuring high-quality service delivery and innovative solutions that keep businesses ahead in their digital transformation journeys.
Watermark Consulting is a boutique customer experience consulting firm with expertise in helping companies elevate their customer service and overall customer experience, transforming them into distinguished brands recognized for their exceptional customer engagement.
Specializing exclusively in customer experience, Watermark has earned its stripes by not only providing actionable insights but also by demonstrating a deep understanding of the intricate relationship between employee satisfaction and customer loyalty. Their approach goes beyond mere customer satisfaction, aiming to impress and create loyal brand advocates.
Industries:
Financial Services
Insurance
Healthcare
Notable Clients:
AAA Carolinas
Becton Dickinson Diagnostic Systems
Selective Insurance
Marsh Inc.
The Navigators Group
Waterworks
Allstate
Key Services:
Comprehensive Customer Experience Consulting
Employee Experience Improvement
Organizational Culture Transformation
Customer Experience Workshops and Speaking Engagements
Customer Experience Strategy Development and Execution
Why work with Watermark Consulting?
Watermark Consulting distinguishes itself through a focus strictly on customer experience, a field where they have proven methodologies and a track record of significant improvements for their clients.
They offer a pragmatic approach, emphasizing simple, cost-effective solutions that yield a high return on investment. Watermark's strategies are designed to make complex customer interactions straightforward and effortless, a philosophy underscored by their talent for distilling vast amounts of information into concise, actionable plans.
7. NICE
NICE is at the forefront of improving customer experiences through technological innovation and deep insights into the dynamics of customer-company interactions.
Specializing in cloud-based Customer Experience (CX) solutions, NICE empowers businesses to eliminate friction in customer interactions, fostering extraordinary experiences that boost loyalty and forge strong relationships.
Their flagship platform, CXone, is lauded as the world’s premier cloud CX platform, meticulously designed to provide effortless, consistent, and personalized digital-first experiences.
With over 7,500 employees globally, NICE is not just about technology but also about making a positive impact on the community and practicing good corporate citizenship across over 30 countries. Their solutions are embedded with purpose-built CX Analytics and AI, ensuring businesses can seamlessly integrate digital touchpoints, journey orchestration, and smart self-service to enhance the overall customer journey.
Key Services:
AI-driven CX Insights: NICE’s Enlighten AI for CX offers a suite of solutions covering every aspect of the customer journey, from enhancing self-service experiences to optimizing contact center operations and improving customer satisfaction through advanced analytics and automated agent assistance.
Contact Center Solutions: Focused on elevating customer experience and addressing contact center challenges, NICE offers a complete cloud platform suite that includes applications for revenue growth, employee empowerment, customer loyalty enhancement, and operational efficiency.
Enhanced Customer Experience: NICE emphasizes the importance of personalization, efficiency, and engagement in crafting memorable customer experiences. Leveraging AI for insightful customer segmentation and predictive analytics, NICE enables businesses to deliver personalized interactions and streamline operations for improved efficiency and customer satisfaction.
Why work with NICE?
Choosing NICE means leveraging cutting-edge AI and cloud technologies to transform your customer experience. Their focus on innovation, comprehensive solutions, and a global footprint makes them a trusted partner for businesses aiming to excel in customer engagement and loyalty.
8. McorpCX
McorpCX is a customer experience (CX) consultancy committed to transforming how organizations engage with their stakeholders. Established in 2002, this independent leader in CX services and solutions has carved a niche in enhancing customer and employee interactions, thereby unlocking significant growth and value for businesses across various industries.
Notable Clients:
Microsoft
Best Buy
Intel
Lululemon
Key Services:
Journey Mapping: Crafting detailed ecosystem and journey maps to reinvent customer, employee, and buyer experiences.
Employee Experience: Developing strategies for enhancing employee engagement and performance.
CX+EX Management Capabilities: Implementing best-practice models and frameworks for customer-led transformation.
Experience Strategy & Design: Aligning brand promise with customer expectations through strategic planning and human-centered design.
Measurement and Analytics: Translating data into actionable insights to foster understanding and improvement in CX delivery.
VoC Management: Assessing and enhancing Voice of the Customer programs for deeper stakeholder insights.
Why work with McorpCX?
McorpCX is a consultancy ingrained in the fabric of CX innovation. Their expertise in strategizing and deploying customer-centric solutions ensures businesses not only meet but exceed their stakeholders' expectations.
With a portfolio of services from journey mapping to VoC management, McorpCX is equipped to guide organizations through every stage of their CX transformation journey. The firm's track record, marked by significant achievements and a list of high-profile clients, speaks volumes of its ability to deliver measurable outcomes that drive loyalty, efficiency, and growth.
9. CX by Design
CX by Design is a human-centered design (HCD) consultancy that focuses on creating people-centric products, services, and organizational systems.
The company is driven by a mission to empower businesses to design experiences that exceed both external and internal customer expectations. Leveraging a data-driven and iterative approach, CX by Design addresses complex, multi-layered challenges with the goal of igniting long-term business success.
The team, led by co-founders Lis Hubert and Diana Sonis, brings extensive expertise in areas like digital strategy, customer experience, UX design, service design, and design thinking.
Industries:
Financial Services
Insurance
Manufacturing
Retail & ECommerce
Information Technology
Consumer Goods & Services
Key Services:
Research & Validation
Product Definition
IA, UX, & Service Design
Design Collaboration
Organizational Design
Advisory & Training
Why work with CX by Design?
Transparent Pricing: They offer clear, upfront pricing without hidden fees.
Data-Driven Approach: Recommendations are always backed by thorough research.
Committed Partnership: The team is prepared for long-term engagements to tackle multifaceted CX challenges.
Distributed Team: Flexibility and agility are key, with the team being remote yet always accessible.
Real-World Experience: Decades of experience apply human-centered expertise to practical situations.
Authentic Engagement: Authenticity and open-mindedness are at the core of their business and customer relationships.
The CX by Design process starts with identifying gaps or issues in a business’s customer experience. What follows are long-term engagements where the team works closely with clients on defining problems, addressing them through iterative cycles, and establishing sustainable CX programs and best practices.
They emphasize collaboration, not only as consultants but as partners, aiming to embed a CX-first mindset within their client organizations.
10. TTEC
TTEC, initially founded as TeleTech in 1982, has evolved into a global leader in customer experience technologies and services. The company operates with a strong commitment to delivering exceptional customer experiences, leveraging AI-enabled solutions and services across various interaction channels.
With a footprint in over 20 countries and catering to a multinational clientele, TTEC employs over 64,400 individuals worldwide. The firm’s services are categorized into two main segments: TTEC Digital and TTEC Engage, encompassing a broad range of customer experience solutions from technology-driven contact center operations to strategic consulting and customer care.
TTEC’s dedication to innovation and quality has garnered recognition, including being named one of the World's Top Female Friendly Companies by Forbes in 2021 (TTEC).
Key Services:
AI-Enhanced Customer Engagement and Support
Customer Acquisition and Growth Strategies
Technical Support and Back Office Solutions
Fraud Prevention Services
Contact Center Technology Solutions
Why work with TTEC?
TTEC is a company that has over four decades of experience in driving customer satisfaction and business growth. Their industry expertise, combined with a portfolio of AI-enabled digital solutions, makes them a preferred partner for businesses aiming to enhance their customer experience strategy.
TTEC's global reach and operational excellence, backed by a strong focus on innovation and sustainability, offer unique value to brands looking to navigate the complexities of modern customer engagement.
11. Cultivate Advisors
Cultivate Advisors is dedicated to empowering small business owners to achieve sustainable growth and rediscover the joy of entrepreneurship. As one of North America's largest small business advising firms, they have been recognized in the Inc. 5000 list for four consecutive years, reflecting their rapid growth and success in the industry.
With an approach that emphasizes custom-tailored advising solutions, Cultivate Advisors operates across a broad spectrum of industries, offering guidance in key areas such as financial management, marketing, sales process development, leadership, recruiting, and productivity improvement.
Industries:
Retail
Tourism
Real Estate
Human Resources
Education
Hospitality & Hotel Business
High-Tech
Manufacturing
Construction
Freight & Logistics
Healthcare
Financial Services
Key Services:
Customer Experience (CX) Consulting
Financial Consulting
Sales Consulting
Marketing Consulting
Recruiting Consulting
Leadership Consulting
Productivity Consulting
Why Work with Cultivate Advisors?
Cultivate Advisors takes a comprehensive and personalized approach to business advising. Unlike traditional consulting that might focus on a single aspect of a business, they employ their Propeller Methodology to assess the entire business landscape, identifying gaps and opportunities.
This holistic view, combined with their commitment to not taking equity but instead working closely with business owners, ensures a partnership that is genuinely focused on achieving results and propelling businesses forward.
12. Blast Analytics
Blast Analytics is a strategic analytics consulting company established in 1999, dedicated to propelling the complex journey of analytics for both enterprise and mid-market clients. Their expertise lies in solving data challenges to enhance marketing campaigns, elevate customer experiences, and boost competitive advantage, ultimately guiding organizations towards evolution.
Blast Analytics is recognized for its rapid growth, evidenced by its inclusion in Inc. magazine's top 5000 fastest-growing private companies, and it prides itself on being a Great Place to Work-Certified company for several years.
Notable Clients:
NBA
Wall Street Journal
Weight Watchers
Ulta Beauty
The North Face
State Farm
Tommy Bahama
Common Spirit
CMS
Autodesk
Key Services:
Customer Journey Optimization
Business Analytics
Marketing Analytics
Digital Analytics
Data Management
Data Visualization
Data Analysis & Insights
Analytics Audits
Testing & Personalization
Why work with Blast Analytics:
Blast Analytics has a commitment to driving business evolution through strategic analytics consulting. Their proven SIOT (Strategy, Implementation, Optimization, Training) methodology, combined with a focus on integrity, transparency, and a values-driven approach, positions them as a trusted advisor in the analytics space.
They are dedicated to helping clients achieve optimal levels of success by making data work effectively, ensuring data integrity, and providing insights that lead to actionable strategies. Their emphasis on diversity, inclusion, and community involvement further solidifies their reputation as not just a service provider but a valuable partner in achieving sustained growth and success.
Key factors to consider when choosing a Customer Experience Consultant
Expertise and Specialization: Look for consultants who specialize in customer experience and have a proven track record of improving it across various industries.
Approach to Customer Insights: Consider their methods for gathering and analyzing customer feedback. They should have advanced tools and techniques for capturing insightful data.
Strategic Vision: The consultant should offer a strategic vision that aligns with your company’s goals and customer experience objectives.
Technology and Innovation: Evaluate their use of technology and innovative solutions to enhance customer experience. They should be adept at leveraging digital tools to improve customer interactions.
Cultural Fit: The consultant’s work style and company culture should mesh well with your organization to ensure a smooth partnership.
Client References and Case Studies: Look for detailed case studies and client references that demonstrate their ability to deliver tangible improvements.
Scalability: Consider whether they can scale their solutions to fit your business as it grows and evolves.
What Customer Experience Consultant will you choose?
Choosing the right customer experience consultant can significantly impact your business's ability to engage and retain customers. With the above factors in mind, take the time to evaluate potential consultants thoroughly.
The ideal partner should understand your business's challenges and possess the creativity and expertise to transform your customer experience landscape. As customer expectations continue to evolve, having a skilled consultant by your side can ensure your company remains ahead of the curve, fostering loyalty and driving growth.
