A Guide to CX Agencies and Consultancies

How to Find the Right One and Build a Successful Partnership

Executive Summary

Customer experience (CX) leaders often need to outsource tasks related to their internal CX ecosystem. Consultancies and agencies offer a multitude of services that can solve many problems, but CX leaders can struggle to figure out which ones they need. Ultimately, CX leaders want to maximize their bang for buck in support of their program.

Key Question: How can CX leaders figure out what they need from—and how to best work with—consultancies and agencies to achieve their goals?

KEY STAT: The top seven priorities of CX professionals require resources that CX leaders need to outsource.

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    Table of Contents

    1. Executive Summary
    2. Companies Face Critical CX Resource Shortages
    3. The Three Main Reasons CX Work Is Outsourced
    1. Match the Provider to Need and Circumstance
    2. How to Build Successful Partnerships
    3. Insider Intelligence Interviews
    1. Read Next
    2. Sources
    3. Media Gallery

    Interviewed for This Report

    Jason Anderson
    BriskHeat Corporation
    Director, Customer Experience
    Interviewed August 30, 2022
    Diana Bhaktul
    Senior Product Marketing Manager
    Interviewed August 31, 2022
    Brad Blackmon
    Publicis Groupe
    Executive Vice President, CRM Practice Lead North America
    Interviewed September 14, 2022
    Graham Clark
    Vice President, Market Development
    Interviewed August 19, 2022
    David Clarke
    Partner and Financial Services Digital Strategy Leader
    Interviewed August 31, 2022
    Tabitha Dunn
    Head of Global Customer Experience
    Interviewed August 29, 2022
    Pat Gibbons
    Principal and Senior Vice President, Marketing
    Interviewed August 15, 2022
    Heather Gillbanks
    Cornerstone Building Brands
    Director, Customer Experience and Customer Center of Excellence Lead
    Interviewed August 22, 2022
    Andrea Krohnberg
    Kelly Services
    Global Director, Customer Insights and Experience
    Interviewed August 29, 2022
    Nikhil Lele
    Partner and Principal
    Interviewed August 31, 2022
    Diane Magers
    Founder and Chief Experience Officer Experience
    Interviewed August 29, 2022
    Rob Markey
    Bain & Company
    Interviewed September 14, 2022
    Mark Ratekin
    Principal Consultant, Global Customer Experience
    Interviewed August 31, 2022
    Torey Rosen
    Publicis Groupe
    Vice President, Analyst Relations
    Interviewed September 14, 2022
    Soren Schneider
    Head of Transformation
    Interviewed September 14, 2022
    Colin Shaw
    Beyond Philosophy
    Founder and CEO
    Interviewed August 15, 2022
    Jim Tincher
    Heart of the Customer
    Founder, CEO, and Journey Mapper-in-Chief

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    Dave Frankland
    Principal Analyst, Marketing
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    VP, Content
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    Senior Researcher

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