CHICAGO, IL – December 2, 2020 – Global experience leader Rightpoint, a Genpact company, today announced it has been recognized among the top customer experience strategy consulting companies in The Forrester Wave™: Customer Experience (CX) Strategy Consulting Practices, Q4 2020. The report analyzes customer experience strategy consulting companies across 28 distinct criteria, which are broken into three categories: strategy, current offering, and market presence. Criteria within the current offering category include business analysis, specialty areas, CX vision and strategy development, CX measurement and analysis, workforce enablement, customer-centric culture transformation, and supporting assets and skills.

According to the Forrester report, “Rightpoint combines experience and process design to transform CX,” and “excels in functional-area CX consulting." The independent research firm also noted that Rightpoint “helps clients reconstruct their CX ecosystems around specific customer journeys.”

The Chicago-based consultancy believes there is nothing more important for organizations today than creating and delivering exceptional customer and employee experiences and has built its practice to support that imperative. To that end, Rightpoint was acquired by Genpact in late 2019, which enabled the firm to combine its experience strategy and design skills with Genpact’s business process capabilities to transform CX. In just one year since the acquisition, Genpact’s global reach and client base has quickly fueled Rightpoint’s continued expansion and now they have entered the global stage.

Rightpoint offers full-suite solutions that combine strategy, design, technology and operations to help clients reconstruct their business models around desired customer-centric, growth and efficiency outcomes. Rightpoint’s offerings cover both customer and employee experience transformation, as well as related solutions for digital product and commerce.

Examples of Rightpoint’s recent CX work include: 

Transforming cancer research into a digital experience when crucial fundraising was on the line

Changing lives forever with Children International with an eye toward digital engagement

Teaching the world about cider with Angry Orchard through augmented reality

Differentiating with experience in a commoditized market for Knauf Insulation

Driving sustainable change via a Digital Center of Excellence for global manufacturer

"Rightpoint was founded on the belief that we could do things differently. Our team is intrapreneurial, curious and courageous all for the benefit of our clients. We believe that these values contribute to our differentiated approach to CX strategy and help our clients succeed in highly competitive environments. We are truly passionate about creating remarkable experiences that set the gold standard across industries."

 Ross Freedman, CEO and Co-Founder, Rightpoint, a Genpact company

Companies that will thrive well into the future understand both who their customer is in this moment as well as who that customer will evolve into in the future. They cultivate the ability to continuously understand the need of customers, and they activate those insights to modify their business accordingly. To this end, Rightpoint believes transformation is ongoing. 

View the full report here.