Spotlight

A Guide to CX Agencies and Consultancies

How to Find the Right One and Build a Successful Partnership

Report by Patty Soltis  | Oct 31, 2022
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Table of Contents
Executive Summary
Companies Face Critical CX Resource Shortages
The Three Main Reasons CX Work Is Outsourced
Match the Provider to Need and Circumstance
How to Build Successful Partnerships
Insider Intelligence Interviews
Read Next
Sources
Media Gallery
About This Report
Agencies and consultancies offer customer experience leaders with limited resources a way to deliver an excellent customer experience. Here are some guidelines on how they can maximize results.
Topics
Customer Experience
Worldwide
Table of Contents
Executive Summary
Companies Face Critical CX Resource Shortages
The Three Main Reasons CX Work Is Outsourced
Match the Provider to Need and Circumstance
How to Build Successful Partnerships
Insider Intelligence Interviews
Read Next
Sources
Media Gallery

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?

Top Priorities of Customer Experience Professionals Worldwide in 2022 (% of respondents, Dec 2021)
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KEY STAT: The top seven priorities of CX professionals require resources that CX leaders need to outsource.

Here’s what’s in the full report

1file

Exportable files for easy reading, analysis and sharing.

2charts

Reliable data in simple displays for presentations and quick decision making.

17expert perspectives

Insights from industry and company leaders.

    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

    Charts in This Report

    Top Priorities of Customer Experience Professionals Worldwide in 2022 (% of respondents, Dec 2021)Areas With the Greatest Impact on Customer Experience (CX) & Engagement Challenges According to CX Professionals Worldwide, Dec 2021 (% of respondents)

    Interviewed for This Report

    Jason Anderson
    BriskHeat Corporation
    Director, Customer Experience
    Interviewed August 30, 2022
    Diana Bhaktul
    Forsta
    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
    McorpCX
    Vice President, Market Development
    Interviewed August 19, 2022
    David Clarke
    EY
    Partner and Financial Services Digital Strategy Leader
    Interviewed August 31, 2022
    Tabitha Dunn
    Hitachi
    Head of Global Customer Experience
    Interviewed August 29, 2022
    Pat Gibbons
    Walker
    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
    EY
    Partner and Principal
    Interviewed August 31, 2022
    Diane Magers
    Catalysts
    Founder and Chief Experience Officer Experience
    Interviewed August 29, 2022
    Rob Markey
    Bain & Company
    Partner
    Interviewed September 14, 2022
    Mark Ratekin
    Forsta
    Principal Consultant, Global Customer Experience
    Interviewed August 31, 2022
    Torey Rosen
    Publicis Groupe
    Vice President, Analyst Relations
    Interviewed September 14, 2022
    Soren Schneider
    Hawkeye
    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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    authors

    Patty Soltis

    Contributors

    Dave Frankland
    Principal Analyst, Marketing
    Ann Marie Kerwin
    VP, Content
    Tracy Tang
    Senior Researcher