BCG Named Leader in Customer Experience Strategy Consulting by IDC MarketScape

Boston Consulting Group (BCG) has been named a Leader in the IDC MarketScape: Worldwide Customer Experience Strategy Consulting Services 2025 Vendor Assessment. The report evaluated 18 consulting organizations, placing BCG in the top "Leaders" category.

According to IDC MarketScape, BCG assists businesses in transforming customer experience (CX) into a significant driver of growth, loyalty, and competitive advantage. The report specifically highlighted BCG's comprehensive CX strategy offerings, which span the entire lifecycle of CX transformation, from initial design to technology implementation.

Clients participating in the assessment described BCG professionals as exceptional, combining passion, adaptability, and problem-solving expertise. They operate as an integrated part of the client's organization, pushing for best practices rather than adhering strictly to contractual limitations. The report noted that BCG distinguishes itself by framing CX as a driver of business value, directly linking it to corporate strategy, revenue growth, and competitive advantage.

Karen Lellouche Tordjman, leader of BCG's global Customer Experience team, stated that AI and agentic AI are reshaping customer interactions. BCG aims to help clients achieve more than incremental improvements, focusing on creating seamless, personalized, and scalable customer journeys. The firm emphasizes that its deep industry expertise and proprietary tools enable the integration of strategy with hands-on implementation to deliver tangible results.