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Deloitte named a Leader by Gartner in CRM and Customer Experience Implementation Services, Worldwide

News Release

NEW YORK, NY, USA, 12 March 2019—Gartner, the world’s leading information technology and advisory company, named Deloitte a Leader, positioned highest for ability to execute and furthest for completeness of vision, in its February 2019 report titled, Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide.

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“Creating the best experience in the moments that matter most for customers is critical to keeping them happy and advancing companies everywhere,” says Andy Main, principal, Deloitte Consulting LLP, and head of Deloitte Digital. “At Deloitte, our customer experience services and a client’s digital business transformation go hand in hand. We tap into our strategy consulting, human centered design, creative, AI, technology, future of work, and innovation process to uncover customer insights, develop approaches and implement solutions that allow clients to be constantly relevant in those special moments with their customers.”

Gartner defines CRM and customer experience (CX) implementation service market as “project-based services to help clients develop a CX strategy, transform a customer relationship, and/or 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 interactions with customers and also include commerce transaction enablement.”

Main adds, “Deloitte is thrilled to receive this recognition from Gartner, as a Leader in the CRM and customer experience implementation services market. We have been positioned as a Leader now for seven times in a row. To Deloitte, this is a testament to clients, teams and alliance partners around the world. Thanks to everyone who has made this happen.”

Gartner’s Magic Quadrant evaluates 18 CRM and CX implementation service providers. According to the report, Leaders are defined as those who “bring a wide range of business, analytic and technical capabilities, including CX strategy, business consulting, customer analytics, enterprise architecture and design, CRM and other customer-facing technology expertise, industry-specific domain expertise and digital design capabilities. They demonstrate strong comparative revenue and growth. They can scale across multiple geographic regions and are consistent in delivering high client satisfaction.”

The report also notes, “The CX and CRM implementation service market is completing the shift from the implementation of core CRM technology to complex initiatives that not only transform the front office but integrate across the full enterprise’s operations. Customers now demand that organizations provide them with a continuous experience, preserving continuity of user experience across traditional boundaries of devices, time and space.”

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

Source: Gartner, Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide, Patrick Sullivan, Ed Thompson, 7 February 2019.

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