Press releases

Deloitte named a Leader by Gartner in 2021 Magic Quadrant for Customer Relationship Management and Customer Experience Implementation Services

NEW YORK, NY, USA, 24 May 2021—Gartner, the world’s leading information technology and advisory company, named Deloitte a worldwide leader in its April 2021 report titled, Magic Quadrant for CRM and Customer Experience Implementation Services. Deloitte also scored the highest in the Complex Customer Experience Implementation (4.26/5) and Customer Strategy Consulting (4.26/5) Use Cases in the Gartner report, May 2021 Critical Capabilities for CRM and Customer Experience Implementation Services.

“As the broadest professional services provider on the planet, we firmly believe that we have the unique opportunity through collaboration across the organization and our dynamic relationships to deliver customer-centric business outcomes for clients,” says Sam Roddick, Global Head of Deloitte Digital. “The economy is more customer-centric than ever before. We’re proud to be acknowledged for our work helping clients to deeply understand their customers and translate that information into improved capabilities and experience.”

On the market, Gartner states, “Gartner defines the customer relationship management (CRM) and customer experience (CX) implementation service market as project-based services to help clients develop a CX strategy and transform a customer relationship with consulting expertise. Providers in this market design, build, integrate and deploy process change and technology solutions that improve interactions between organizations and their customers. These services are specific to improving clients’ sales, customer service and marketing operations, and they focus on interactions with customers, including commerce transaction enablement.”

“We believe that the most impactful companies create a uniquely human experience for their customers between the digital and physical worlds,” says Paul Thompson, Lead Partner at Deloitte Digital. “Through our technological expertise and capabilities, as well as our relationships with world-class vendors, we give clients the tools they need to apply humanity throughout the customer journey.”

As used in this press release, “Deloitte” refers only to the Deloitte Touche Tohmatsu Limited member firms and their affiliates.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Magic Quadrant for CRM and Customer Experience Implementation Services, 18 May 2021, Brett Sparks, Jim Longwood, Katie Gove, Chrissy Healey
Gartner, Critical Capabilities for CRM and Customer Experience Implementation Services, 18 May 2021, Brett Sparks, Jim Longwood, Katie Gove, Chrissy Healey

About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities (collectively, the “Deloitte organization”). DTTL (also referred to as “Deloitte Global”) and each of its member firms and related entities are legally separate and independent entities, which cannot obligate or bind each other in respect of third parties. DTTL and each DTTL member firm and related entity is liable only for its own acts and omissions, and not those of each other. DTTL does not provide services to clients. Please see to learn more.

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 330,000 people make an impact that matters at

For more about Deloitte Analyst Relations, please visit our Analyst Recognitions page.


Vicktery Zimmerman
Global Communications
Deloitte Global
Tel: +1 312 486 1569

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