A CX consulting practice scaled to $5M revenue.
30-45% margins, $5-8M CDP deals.
Cognizant needed a customer experience and digital transformation practice built from nothing into a profitable, scalable business. Three years later it was generating $5M in revenue, closing CDP deals worth up to $8M, and running at 30-45% margins.
over three years
maintained
across Europe
closed
Client
The client is a global automotive manufacturer, one of the large enterprises served by Cognizant’s newly built customer experience and digital transformation consulting practice in EMEA.
Goal
Establish and scale Cognizant’s CX and digital transformation consulting practice into a profitable, scalable business, serving large enterprises across diverse industries in EMEA.
Growth was the easy part. Profit and quality were not.
Demand for customer experience consulting was rising fast, and Cognizant needed to grow the practice quickly to meet it. But rapid scaling on its own solves nothing if the business underneath it isn’t sustainable.
The practice had to expand its team and its offerings across Europe while holding onto strong financial performance and without letting delivery quality slip. Speed, profitability, and consistency all had to hold at once.
Three constraints were non-negotiable:
- Scale fast enough to meet demand
- Stay profitable while expanding
- Protect delivery quality at scale
A practice built for scale, not just growth.
Cognizant designed and launched a consulting practice focused on customer experience and omni-channel solutions, then expanded it region by region across Europe, building a high-performing team of 30+ consultants.
Three practices, one region, thirty-plus consultants — built to stay profitable while it scaled, not just to grow.
Alongside it, the firm stood up two adjacent capabilities: a Marketing Analytics practice to deliver data-driven marketing insights, and a Customer Data Platform (CDP) practice built to consolidate customer data and drive personalization at scale.
Over three years this combination generated $5M in revenue while holding margins of 30-45%, and fed directly into Cognizant’s broader digital transformation business across EMEA.
A profitable practice, and a seat at the table for multi-million-pound CDP deals.
The practice didn’t just grow — it grew profitably, expanding into CDP and marketing analytics while maintaining 30-45% margins throughout. That discipline turned into major CDP wins worth $5M-$8M with clients including Aviva and Nestlé, cementing Cognizant’s digital transformation consulting leadership across EMEA.
* Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.
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*Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.