Retail and Consumer Packaged Goods (CPG) Voice of the Customer (VoC) 2026

Retail and Consumer Packaged Goods (CPG) enterprises are rapidly evolving their technology agendas in response to shifting consumer behavior, economic uncertainty, and the need for greater operational resilience. As digital transformation initiatives mature, enterprises increasingly rely on providers to support modernization across data, analytics, AI, and supply chain ecosystems. However, satisfaction with these partnerships varies significantly across regions, with persistent concerns around talent quality, pricing rigidity, and limited innovation.

This report reflects the voice of over 170 retail and CPG enterprises, providing a structured assessment of provider performance across seven key satisfaction dimensions: technical expertise, domain expertise, pricing and commercial models, talent management, client management, strategic partnership, and value-add and innovation. The research identifies declining satisfaction in regions such as Europe and APAC, where rigid commercial models and lower consulting maturity continue to hinder value realization. Enterprises are increasingly calling on providers to engage more proactively, deliver context-rich solutions, and support long-term transformation goals with greater agility and insight.