Customer Experience Implementation Services

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Deloitte named a leader in CRM and Customer Experience Implementation Services for 5th year by Gartner

NEW YORK, NY, USA, 23 January, 2017—Deloitte announced today that Gartner has named it as a leader in CRM and Customer Experience Implementation Services for the 5th year in their December 2016 report entitled, Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide. Deloitte appears furthest to the right of the Leaders quadrant for “completeness of vision”.

“As we further our work to ignite innovation and orchestrate change for our clients, we are thrilled that Deloitte Digital has again been recognized in Gartner’s Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide,” said Andy Main, principal, Deloitte Consulting LLP and head of Deloitte Digital US. “To win in today’s digital revolution, everything is about branding, and your branding has to be demonstrated via a competitive customer experience. To us, this recognition indicates that the creative digital consultancy model we have built was the right choice for our clients who received the business acumen, creative insight and digital capabilities they need to win in the market.”

According to Gartner “This focus on customer experience (CX) requires an information-architecture-centric approach that incorporates customer analytics disciplines, and it usually also requires mobile technologies to have this information available whenever and wherever employees and customers desire. The customer information integration effort is where the largest focus on the market is today and includes cross-CRM solutions that encompass master data management, voice of the customer (VoC) and customer analytics.”

“Gartner defines the CRM and CX implementation service market as project-based services to help form a customer relationship or CX strategy and/or design, build, integrate and deploy process change and technology solutions that improve interactions between organizations and their customers.”

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

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.


Stephen Soyland
Global Communications
Deloitte Touche Tohmatsu Limited
Tel: +1 212 492 4503

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