Good customer experience isn’t just a nice bonus anymore. It’s what keeps people coming back, talking about your brand, and sticking around when things get competitive. Across Europe, businesses are starting to rethink how they interact with their customers – not just by fixing what’s broken, but by transforming the whole journey from the ground up.
Whether it’s through smarter tech, better service design, or simply listening more closely to what users actually want, some companies specialize in helping others make that shift. In this guide, we’re looking at the ones that do it best – not the loudest or the flashiest, but the ones who actually move the needle when it comes to customer experience.
1. A-listware
At A-listware, we help companies across Europe customer experience transformation. Our focus is on creating custom software solutions that actually fit how businesses work, rather than forcing them to adapt to off-the-shelf tools. We believe customer experience starts from the inside out, so we align development teams closely with our clients’ goals, ensuring that the platforms we build support fast, smooth, and meaningful customer interactions across channels.
We don’t just ship code and walk away. We build long-term partnerships by offering flexible team setups, a transparent approach to collaboration, and hands-on support throughout the development process. Our CX transformation work covers everything from UI/UX design and customer portals to backend systems that quietly power better interactions. We’re not here to just tick boxes or talk strategy for the sake of it. We’re here to deliver practical tools that make everyday customer journeys feel more human, responsive, and efficient.
Key Highlights:
- Full-cycle software development with hands-on project management
- Expertise in digital platforms that support customer engagement
- Focus on building long-term, flexible partnerships
- Teams based across Europe with hubs in the UK, Poland, and Ukraine
- Seamless integration of offshore teams with internal client teams
Services:
- Custom software and application development
- Customer-facing portal and UI/UX design
- Web and mobile app development for B2B and B2C use cases
- Integration of CRM, ERP, and ITSM systems
- DevOps, infrastructure support, and help desk services
- Data analytics and customer insight tools
- Dedicated teams and agile engineering support for CX projects
Contact Information:
- Website: a-listware.com
- Phone: +44 (0)142 439 01 40
- Email: info@a-listware.com
- Address: St. Leonards-On-Sea, TN37 7TA, UK
- LinkedIn: www.linkedin.com/company/a-listware
- Facebook: www.facebook.com/alistware
2. BearingPoint
BearingPoint is a European management and technology consultancy that focuses on helping organizations navigate transformation in practical and scalable ways. Their work combines strategic advisory with technical delivery, especially in areas where customer experience, data, and operations intersect. They operate across a wide range of industries, partnering with clients on projects that aim to realign processes, modernize systems, and build more responsive customer-facing operations. Their consultants often work alongside external partners and tech providers to deliver comprehensive change programs that don’t just stop at theory but are built to run in real-world conditions.
In customer experience transformation, BearingPoint brings together cross-functional teams to rethink how companies engage with their users. They focus on co-creating strategy, shifting internal culture toward customer-centricity, and building out the tech stack needed to support personalized, omnichannel interactions. Rather than taking a one-size-fits-all approach, they tailor frameworks to match the maturity and goals of each business. This includes improving how companies collect and act on customer feedback, restructuring service delivery roles, and optimizing journeys from both the customer and employee side. The end goal is to make the experience more aligned, efficient, and commercially effective.
Key Highlights:
- European-rooted consulting firm with a focus on business and technology transformation
- Offers customer experience programs that connect service design with operational change
- Works with tech vendors, designers, and startups to build full-stack transformation
- Emphasizes customer data usage and governance alignment
- Applies maturity models to guide operating model redesign
Services:
- Customer experience strategy design and implementation
- Customer and employee journey transformation
- Voice of the customer programs
- Contact center and customer service operating model redesign
- Product experience management solutions and platform setup
- Omnichannel experience optimization and data integration
Contact Information:
- Website: www.bearingpoint.com
- Phone: +39 02 82950 500
- Email: italy@bearingpoint.com
- Address: BearingPoint Italy srl, Via Gonzaga 7, IT-20123 Milano, Italy
- LinkedIn: www.linkedin.com/company/bearingpoint
3. EY (Ernst & Young)
EY works with companies across industries to help them rethink how they engage with customers, particularly in complex sectors like energy and utilities. Their customer experience transformation approach focuses on adapting to changing user needs, especially as market expectations shift rapidly due to digitization, sustainability demands, and the growing role of end-user choice. Instead of tweaking old models, EY helps companies develop new ways of working that prioritize flexibility, user control, and long-term relevance.
In the energy sector, their focus is on creating more human-centered experiences while also aligning with industry-wide shifts like decarbonization and regulatory pressure. They help providers move away from slow, incremental improvements and toward deeper operational changes that support both customer satisfaction and business agility. Their strategy blends workforce enablement, digital platforms, process redesign, and ecosystem partnerships to drive service innovation. The end result is usually a setup that lets energy providers better meet modern customer expectations while staying competitive in a fast-moving market.
Key Highlights:
- Focuses on customer experience transformation in regulated and fast-changing industries
- Emphasizes user control, sustainability, and agile response to market changes
- Uses people-first methods to align employee workflows with new customer demands
- Integrates digital tools with operating model updates
- Works with ecosystem partners to develop scalable service models
Services:
- Human-centered transformation strategies for energy and utilities
- Digitally enabled workforce and process improvements
- Agile customer experience operations
- Privacy-conscious and productivity-focused technology deployment
- Service innovation through ecosystem collaboration
- Customer journey redefinition with a sustainability lens
Contact Information:
- Website: www.ey.com
- Address: Jana z Kolna 11, Gdańsk 80-864
- Phone: +48 58 771 99 00
- Facebook: www.facebook.com/pages/Ernst-Young
- LinkedIn: www.linkedin.com/company/ernstandyoung
- Twitter: www.twitter.com/EYnews
4. Merixstudio
Merixstudio focuses on helping companies rethink how they interact with their customers by designing experiences that feel more intuitive, relevant, and efficient. They work closely with product teams, business leaders, and designers to align digital strategy with real customer behavior. Their approach combines market research, prototyping, and iterative testing to identify what actually works, not just what looks good on paper. Rather than aiming for broad, generic solutions, they adapt each step to the business context and the specific pain points of the end users.
Their customer experience transformation process begins with understanding how things currently function, mapping out the customer journey, and spotting weak points. From there, they run targeted workshops, design sprints, and early prototyping to build out ideas quickly and adjust based on user feedback. The end goal is to simplify and improve the relationship between the company and its users, whether that’s through better interfaces, restructured workflows, or smarter service flows. Merixstudio also brings in tools like Lean UX, design thinking, and storyboarding to make the experience clearer for both teams and end users.
Key Highlights:
- Focuses on custom strategies adapted to each business’s customer journey
- Uses lean, iterative methods for faster validation and feedback
- Prioritizes design thinking and prototyping early in the process
- Helps companies align tech goals with actual user behavior
- Works across industries like smart cities, energy, and manufacturing
Services:
- Customer experience analysis and journey mapping
- Design thinking workshops and business goal alignment
- Wireframing, prototyping, and user testing
- UX strategy and roadmap creation
- Customer-facing web and mobile app development
- Business-oriented digital consulting and process improvement
Contact Information:
- Website: www.merixstudio.com
- E-mail: m.bien@merixstudio.com
- Facebook: www.facebook.com/worldofmerix
- LinkedIn: www.linkedin.com/company/merixstudio/mycompany
- Instagram: www.instagram.com/merixstudio
- Address: ul. Małachowskiego 10 61-129 Poznań, Poland
- Phone: +48 570 233 207
5. PwC
PwC supports companies in redesigning their customer experience strategies to meet the expectations of today’s more selective and digitally connected users. Their approach is centered on helping businesses identify the gaps in their customer journeys and use that insight to build smoother, more connected interactions across all channels. They don’t just look at technology or branding in isolation but combine both with operations and team enablement to make sure the entire experience works as a whole.
They bring in a structured consulting process that blends customer research, digital tools, and cross-functional alignment. PwC teams often use platforms like Salesforce to enable personalized engagement, while also guiding internal teams through the changes needed to keep the experience consistent at scale. Their goal is to help companies not only stand out through better customer experience but also support long-term retention, engagement, and business growth through clear, data-informed strategies.
Key Highlights:
- Combines business, technology, and user insight into one CX approach
- Works across industries with a focus on scalable customer strategies
- Uses platforms like Salesforce to support CRM and automation
- Aligns marketing, sales, and support teams for consistent experience
- Emphasizes proactive, not reactive, customer engagement
Services:
- Customer journey analysis and segmentation
- Digital transformation with Salesforce integration
- Customer satisfaction measurement and tracking
- Multichannel engagement strategy design
- CX-focused data integration and forecasting
- Technology and process consulting for customer operations
Contact Information:
- Website: www.pwc.com
- Phone: +359 (2) 9355 200
- Address: 9-11 Maria Louisa Blvd., 8th Floor, Sofia 1000, Bulgaria
- LinkedIn: www.linkedin.com/company/pwc
- Facebook: www.facebook.com/PwC
- Twitter: x.com/pwc
6. Virtusa
Virtusa helps businesses reshape how they connect with customers by combining engineering expertise with a strong consulting approach. Their focus is on building digital experience platforms that streamline interactions across all channels, especially for organizations facing issues from legacy systems, technical debt, or disconnected internal tools. They emphasize alignment between customer-facing teams and backend systems so that the entire experience feels consistent and smooth from the user’s point of view.
Their method leans heavily on data and platform integration, aiming to remove friction across the customer journey. Virtusa’s teams work on setting up systems that support real-time personalization, self-service, and omnichannel access. Whether it’s through improving marketing systems, automating workflows, or adding AI-powered tools, their goal is to help companies improve engagement without creating complexity. They also support clients in navigating platform adoption, especially for those wanting more value from their MarTech investments.
Key Highlights:
- Combines consulting and engineering to support customer experience changes
- Focuses on eliminating silos and technical barriers in large organizations
- Implements digital platforms with support for real-time and omnichannel access
- Helps businesses modernize without disrupting core operations
- Applies a structured maturity model to guide CX improvements
Services:
- Digital experience platform implementation and optimization
- Customer journey design with data-driven personalization
- Marketing data and analytics integration
- Automation and AI for self-service and support
- CX platform maturity assessment and roadmap development
- Experience-focused DevOps and engineering solutions
Contact Information:
- Website: www.virtusa.com
- Facebook: www.facebook.com/virtusa.corporate
- Twitter: x.com/VirtusaCorp
- LinkedIn: www.linkedin.com/companies/virtusa
- Instagram: www.instagram.com/virtusacorp
- Address: ul. Prosta 32, 32 Warsaw 00-838 PL
- Phone: +48226544060
7. Deloitte
Deloitte works with organizations that want to rethink how they approach customer experience, using a mix of design, data, and technology to support meaningful, long-term engagement. Their focus goes beyond digital tools. They look at the full customer journey and help businesses align services, teams, and platforms to support more personalized and consistent experiences. Their approach is grounded in making every interaction feel intentional and relevant, not just efficient.
They work closely with companies in sectors like retail, finance, and consumer products to tailor strategies that match shifting expectations. Deloitte’s team helps clients move away from fragmented customer support and outdated models by redesigning operating frameworks and building more responsive systems. That often involves integrating new technologies, redesigning customer service roles, and reshaping how different departments work together to serve people better across every touchpoint.
Key Highlights:
- Focuses on human-centered design combined with digital strategy
- Helps clients rethink both customer-facing roles and backend operations
- Uses layered operating models to align teams, channels, and tools
- Supports brand loyalty through more meaningful interactions
- Works across industries with flexible engagement formats
Services:
- End-to-end customer experience strategy and redesign
- Digital transformation advisory for consumer-facing services
- Operating model restructuring for support and service functions
- CX design using customer segmentation and journey mapping
- Tech-enabled service personalization and platform integration
- Cross-channel experience alignment and workforce training
Contact Information:
- Website: www.deloitte.com
- Address: Hintere Achmühlstrasse 1a, 6850 Dornbirn, Österreich
- Phone: +43 1 53700-5143
- LinkedIn: www.linkedin.com/company/deloitte
- Facebook: www.facebook.com/deloitte
- Instagram: www.instagram.com/deloitte_at
8. Bain & Company
Bain & Company works with businesses that want to shift from basic digital interaction to more human-centered customer experiences. Their approach focuses on helping organizations build deeper emotional connections with customers while using technology to predict and respond to needs before they’re expressed. Instead of treating customer feedback as a reactive tool, they push companies to use real-time analytics and AI to create proactive, personalized journeys that align with customer expectations across every channel.
They emphasize breaking down internal silos and reshaping how different teams contribute to customer engagement. Their model links strategy directly to execution through what they call a customer value creation plan, which guides decisions across acquisition, service, retention, and growth. Bain also encourages companies to rethink how they define success by focusing less on internal metrics and more on how customer outcomes tie into long-term business value. Their Net Promoter System plays a role in this by continuously feeding insights back into the process and holding leadership accountable for delivering on the experience promise.
Key Highlights:
- Developed the Net Promoter Score and related tools used across industries
- Helps companies humanize CX in a tech-heavy environment
- Aligns customer experience with long-term value creation
- Bridges strategy and execution through structured transformation planning
- Encourages executive involvement in end-to-end customer engagement
Services:
- Customer value creation planning and CX strategy
- Net Promoter System implementation and optimization
- Customer journey design with emotional and behavioral focus
- Predictive analytics and AI integration for proactive engagement
- CX-driven operating model and governance restructuring
- Cross-functional alignment and customer insight integration
Contact Information:
- Website: www.bain.com
- E-mail: info@bain.com
- LinkedIn: www.linkedin.com/company/bain-and-company
- Instagram: www.instagram.com/bainandcompany
- Twitter: x.com/bainandcompany
- Facebook: www.facebook.com/bainandcompany
- Address: Karlsplatz 1 80335 Munich Germany
- Phone: +49 89 5123 0
9. Projects & Co.
Projects & Co. is a consulting boutique focused on helping organizations execute transformation projects with speed and precision. Their work emphasizes building internal capabilities rather than creating long-term dependencies on external consultants. By combining strategic insight with hands-on execution, they guide leaders and teams through complex change programs, ensuring that benefits are realized rather than just documented. Their approach is highly adaptable and tailored, allowing organizations to focus on the projects that matter most and cut through inefficiencies that often slow transformation efforts.
Customer experience transformation is one of their key areas of focus. They support companies in creating seamless and consistent experiences across all channels, combining personalization, efficiency, and quick response times. Rather than simply deploying technology, Projects & Co. works to strengthen the organization’s own skills and processes so that improvements are sustainable. Their work includes reshaping customer journeys, aligning teams around shared goals, and integrating new tools that help companies meet evolving customer expectations while maintaining operational control.
Key Highlights:
- Boutique consultancy with a focus on measurable transformation outcomes
- Helps organizations build internal capabilities rather than long-term consultant reliance
- Provides tailored support for customer experience redesign and delivery
- Emphasizes cross-functional collaboration and project prioritization
- Integrates digital and process changes for sustainable improvements
Services:
- Customer experience transformation planning and execution
- Project portfolio prioritization and strategic alignment
- Training and coaching for transformation leaders
- Modern project frameworks and hybrid methodologies
- AI-powered project management and decision support
- PMO transformation from administrative to strategic roles
Contact Information:
- Website: projectsnco.com
- E-mail: info@projectsnco.com
Conclusion
Wrapping up, it’s clear that customer experience transformation in Europe isn’t just about new interfaces or clever tech stacks. It’s about rethinking how businesses show up for their customers every single day. Whether that means redesigning touchpoints, simplifying journeys, or just making things feel a little more personal, the companies featured here are helping organizations get serious about meaningful change.
Some lean on strategy, some roll up their sleeves with code, and a few do both. But what they all share is a focus on making customer experience feel less like a buzzword and more like something real. The shift we’re seeing across the region isn’t about following trends, it’s about creating value in ways that customers actually notice. And in a space where expectations keep moving, that kind of work isn’t just helpful – it’s necessary.
