VMLY&R Recognized Among Top CX Strategy Consulting Practices

VMLY&R is spearheading industry disruption by being a new entrant in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022. The move marks significant competitive market evolution as integrated brand and marketing firms expand bespoke delivery offerings and differentiated experiences at scale. 

For the first time, VMLY&R met the strict criteria to be included in this evaluation which includes 13 other providers, comprised primarily of consultancies and one other WPP agency. The report evaluates top providers criteria in three high-level categories:

1. Strength of Current Offering: “Key criteria for these solutions include business analysis, CX vision and strategy development, CX metrics development, CX analytics and insights, workforce enablement, customer-focused culture transformation, and standardized CX tools”.

2. Strength of Strategy: Forrester “evaluated the practices’ vision, execution roadmap, delivery model, supporting products and services, partner ecosystem, and innovation roadmap”.

3. Market Presence: “client penetration by region, employee presence by region, and average deal size”.

To be included in this evaluation providers must demonstrate “capabilities in core CX strategy disciplines”, have “multinational operations” be relevant to Forrester clients and exceed “$250 million in annual revenue directly from CX strategy consulting engagements.”

“We are proud to see our CX Transformation practice recognized by Forrester alongside top consultancy providers," said Jeff Geheb, VMLY&R global chief experience officer. "This performance reflects the value our clients’ place on bespoke strategies that drive growth and brand bonding via improved customer experiences. We are building on this momentum as part of our commitment to being our clients’ most important partner.” 

The Forrester report notes that “VMLY&R has a well-rounded approach to culture change, including leadership coaching, learning programs, and inclusion experience programs that assess and address cultural barriers to inclusion.” The report further notes, “reference clients highlighted a long list of [VMLY&R’s] strengths, including its innovation and thought leadership, methodologies and frameworks, and market research.

One reference client said VMLY&R has a “customer-first approach leveraged with the right methodologies, areas of expertise, and experience for our digital vision and strategies as they relate to CX.” 

“To deliver the world’s most connected brands, VMLY&R has consistently invested in the ongoing evolution of our CX capabilities," said Jon Cook, VMLY&R global CEO. "We are proud to celebrate this recognition from Forrester, as we continue to advance our offerings, data, and guidance for our clients as they navigate new and emerging markets.”

Subscribers to Forrester can access the complete report here.