BOSTON—October 6, 2025—Bain & Company has been recognized as a Leader in the IDC MarketScape: Customer Experience Strategy Consulting Services 2025 Vendor Assessment (#US52973025 9 September 2025). The report highlights that “Bain helps businesses anticipate needs, personalize touch points, and create deep relationships with value at the core — enabling its clients to not just adapt but define the future of customer engagement.”  

The report says, “Known for its focus on results, Bain ensures recommendations are tied to measurable business outcomes, such as revenue growth, cost reduction, and improved customer lifetime value. Its ability to deliver quick time to value, combined with strong industry insights and thought leadership, makes it a trusted partner for transformative CX initiatives.” 

The assessment provides a comprehensive analysis of Bain’s capabilities, expertise, and offerings in digital business strategy consulting. Client testimonials further reinforced the firm’s strengths, helping position the company in the Leaders Category. 

“We are proud to be recognized as a Leader in the IDC MarketScape: Worldwide Customer Experience Strategy Consulting Services,” said Darci Darnell a Bain partner and head of the firm’s global Customer Strategy and Marketing practice. “At Bain we support CEOs and their leadership teams in earning growth by delivering remarkable experiences for their customers.”   

The report says, that “Bain excels in engaging senior stakeholders, fostering buy-in, and adapting strategies to client realities. Its expertise in customer advocacy, persona research, and CX journey modeling has delivered significant long-term value for clients, particularly in digitization and cost management.” It adds that “Clients seeking transformational, organization-wide change that goes beyond incremental customer experience improvements would be well served by Bain's customer experience strategy consulting services.”  

The IDC MarketScape notes that “Bain shows strength in customer experience strategy consulting through its deep integration with clients, tailoring strategies to align organizational culture and objectives.” The report goes on to say, “The firm delivers CX strategy solutions that challenge clients with new ideas, align with unique client needs, adapt to client realities, and engage all stakeholders and capabilities.” The report adds, “With a collaborative approach, visionary CX thought leadership, and strong C-suite influence, Bain consistently drives impactful, measurable CX improvements.” 

The report notes that “Bain's approach integrates data-driven intelligence, benchmarking, and human-centered design to address both digital and human aspects of customer engagement.” The MarketScape says, “Bain anchors its customer experience work in value with its proprietary Customer Value Creation plan — a strategic blueprint for aligning CX initiatives with business growth. As the pioneer in creating a metric for customer loyalty, the firm leverages its proprietary Net Promoter System (NPS), NPS Prism benchmarking service, and a suite of advanced, data-driven platforms in identifying priority experiences to deliver capabilities and solutions accordingly. Beyond technology capabilities, Bain emphasizes building a customer-centric foundation needed to sustain CX transformation.” 

According to the IDC MarketScape, “In today's landscape where AI and social influence increasingly separate brands from customers, Bain aims to build authentic customer connections that earn growth.” 

Eduardo Roma, a Bain partner and the firm’s Customer Experience solutions lead notes “The future of customer engagement belongs to organisations that reimagine value for their customers. At Bain, we help leaders deliver experiences that are personal, human and emotionally resonant - powered by data and measured in growth.” 

An excerpt copy of the IDC MarketScape report can be accessed here.  

Source:  “IDC MarketScape: Worldwide Customer Experience Strategy Consulting Services 2025 Vendor Assessment” by Sudhir Rajagopal, September 2025, IDC #US52973025.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.

Editor's Note: To arrange an interview, contact Dan Pinkney at dan.pinkney@bain.com or +1 646 562 8102. 

About Bain & Company 

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.  

Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 2% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.  

About IDC MarketScape  

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.