Forrester recently released a report called The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022 where they discussed the increased importance of—and collective strategy shift towards—customer experience (CX) in the wake of the global pandemic.
Capgemini was one of fourteen different firms selected as part of Forrester’s evaluation. Under the frog brand, Capgemini was named a ‘Leader’ within Forrester’s analysis—the highest-ranked category within the study and one of only four firms to be ranked as such.
As a Leader, Forrester notes that as frog, Capgemini “outshines competitors with data-powered CX transformations” as part of its overall strategy. “It merges the left and right brain of CX transformation,” Forrester continued, “integrating creative components with technologies like AI and IoT to design compelling future experiences.” One research respondent regarded Capgemini as “driven by excellence above all else.”
Forrester looked at multiple distinct evaluation metrics as it analyzed Capgemini and the thirteen other organizations in the study. The research presents specific qualities that business leaders should look for in leading consultancies: support for their organization’s future ambitions, the development of robust business cases to invest in customer experience, strategies that match the scope of their business’ maturity and a company-wide culture of change.
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