Forrester identified 12 top providers and evaluated them across three categories: current offering, strategy, and customer feedback.
Placing McKinsey & Company in the leaders category, the report notes that the firm has “doubled down on innovation” and “is a good fit for organizations that see an executive-led enterprise-wide transformation as critical for the future of their business.”
It cites the significant investments made by McKinsey in advancing the firm’s technical and data capabilities, particularly related to gen AI tools. “Its internal ecosystem now includes tools like its genAI-fueled AVA, which provides deep and fast analysis of contact center data.”
Further analysis of McKinsey in the report notes:
“Robust, holistic assessments and business case development” exemplify McKinsey’s philosophy on “CX transformations grounded in business realities.”
“McKinsey Academy continues to be a standout option for employee training, with a comprehensive curriculum that can be delivered via various modes and embedded in the client’s learning management system (LMS).”
Reference customers praised McKinsey’s ability to deliver results aligned with or exceeding expectations set forth at the outset of an engagement. “Multiple customers appreciated the value of the engagements, whether monetary or in terms of new ways of working, if not both.”
To access the report, please click here.