Press Release

ALM Intelligence Identifies Best Customer Service Consultants

2018 Vanguard Buyer Ratings Guide Rates Global Providers and Specialists

New York, NY – December 19, 2018 – ALM Intelligence – Consulting division, previously known as Kennedy Consulting, has released its 2018 ratings of Customer Service consulting providers. Eight firms were identified as leaders in the consulting industry: Bain & Company, Boston Consulting Group, Conduent, Deloitte, EY, KPMG, McKinsey & Company, and PwC. Customer service consulting includes advisory capabilities such as channel selection, journey mapping, and organizational design geared toward improving client ability to interact with customers.

“As the generational shift of consumers continues, B2B and B2C companies face increasing challenges in providing best-in-class customer service. Customer loyalty is increasingly difficult to attain, and extremely easy to lose,” said Matthew Merker, Senior Research Analyst at ALM Intelligence. “In this environment, the burden of a strong customer service capability weighs heavier than ever. To that end, companies are striving to attain the highest level of customer service, and are seeking out more innovations to remain one step ahead of their competitors.”

Providers that attained challenger status include: Accenture, Alexander Consulting, A.T. Kearney, BearingPoint, Capgemini, Customer Care Measurement & Consulting, The DiJulius Group, Oliver Wyman, and Peppers & Rogers. Other firms that were rated include: L.E.K. Consulting, Livework, McorpCX, Moran Consulting, and PA Consulting.

ALM’s Vanguard research series assesses firms in terms of their relative ability to create impact for their clients. In addition to its overall rating assessments of consulting providers’ depth and breadth of capabilities and best-in-class provider designations, this series includes detailed capability evaluations for each covered provider as well as a qualitative analysis of their consulting organization, approach, and service delivery model.

For more information or to obtain the full version of The ALM Vanguard: Customer Service Consulting, visit the ALM Intelligence website:

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