McKinsey has been recognized as a Leader, the highest designation possible, in The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024 report. Forrester evaluated 12 firms, assessing them on 27 criteria in three categories across current offering, strategy, and customer feedback. McKinsey also received the highest score on the “strategy” axis out of all the vendors evaluated.
In the two years since Forrester last evaluated the Customer Experience (CX) Strategy Consulting market, billions of dollars have gone into building AI. The report notes that “McKinsey’s CX practice doubled down on innovation since our last evaluation of this market, applying large financial and staffing resources to improve its innovation and supporting services capabilities.” Such investment has brought the quality of consulting in this segment to unprecedented levels. It adds that McKinsey’s “internal ecosystem now includes tools like its gen[erative] AI-fueled [automated virtual assistant] AVA, which provides deep and fast analysis of contact center data.”