Qualtrics is the gold standard for Experience Management (XM). Their consulting team helps companies design Voice of Customer (VoC) programs, analyze feedback at scale, and close the loop with frontline teams. In 2026, "Qualtrics AI" predicts churn risk and suggests personalized recovery actions. They serve 80% of Fortune 100.
Trusted by Microsoft, Uber, and Marriott.
Medallia's platform captures feedback from calls, chats, surveys, and social media. Their consulting services help companies operationalize insights — routing negative feedback to managers and positive reviews to marketing. 2026 "Medallia Athena AI" automates response drafting and trend detection.
Best for large enterprises with high-volume feedback.
Bain co-created the Net Promoter System (NPS) and remains the premier CX strategy firm. They help companies embed customer-centricity, design loyalty loops, and link CX to financial outcomes. In 2026, "Bain CX ROI Modeler" predicts revenue impact from NPS improvements.
Ideal for companies serious about transforming culture around CX.
McKinsey's CX practice helps large enterprises redesign end-to-end journeys, embed CX metrics into incentives, and leverage AI for personalization. Their 2026 "McKinsey CX Simulator" stress-tests journey changes before implementation. They also lead voice of employee (VoE) programs.
Best for Fortune 500 CX transformations.
Deloitte's CX practice spans strategy, journey design, technology implementation, and change management. Their 2026 "Deloitte CX Pulse" provides real-time journey scores integrated with CRM data. They also help set up CX command centers and service design studios.
Great for enterprises needing both strategy and execution support.
Forrester provides CX research, benchmarks, and advisory services. Their CX Index ranks companies and identifies improvement levers. Consultants help clients apply Forrester frameworks to redesign journeys and measure ROI. 2026 "Forrester CX AI" predicts journey friction points before launch.
Ideal for CX leaders seeking evidence-based improvements.
Zendesk's CX consulting focuses on improving support experiences to drive loyalty. Their 2026 "Zendesk Voice of Agent" tool captures agent feedback to identify systemic issues. Consultants also set up proactive outreach, self-service portals, and satisfaction measurement.
Best for companies where support is the primary CX touchpoint.
Walker focuses exclusively on CX consulting — journey mapping, customer advisory boards, and loyalty program design. Their 2026 "Walker CX Forecasting" predicts how changes will impact retention and share of wallet. They are known for rigorous qualitative research (interviews, diaries).
Great for B2B companies with complex customer relationships.
PwC's CX practice combines human-centered design with technology implementation. Their 2026 "PwC CX Score" integrates operational data, survey responses, and social sentiment into a single metric. Consultants also run design sprints and CX training academies.
Ideal for companies merging digital transformation with CX.
SurveyMonkey's consulting services help SMBs set up CX measurement systems — NPS, CSAT, CES surveys with automated follow-up. Their 2026 "SurveyMonkey CX AI" drafts action plans based on open-ended responses. Consultants also benchmark against industry standards.
Perfect for small to mid-sized businesses starting their CX journey.
Top CX consultants use experience management platforms (Qualtrics, Medallia), journey mapping tools (UXPressia, Smaply, Microsoft Visio), feedback tools (SurveyMonkey, Typeform), and analytics (Tableau, Power BI). They also leverage text analytics (Thematic, Lexalytics), customer analytics (Segment, mParticle), and voice of customer (Clarabridge, Chattermill).
86% of buyers pay more for a great experience, yet many companies lack systematic CX programs. Professional CX consultants help identify friction points, prioritize improvements, and link CX to retention and revenue. The top 10 above drive 20-40% reduction in churn, 10-30% increase in cross-sell, and measurable NPS gains within 6-12 months.