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

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NEW YORK, NY, USA, 22 February 2018—Deloitte announced today that Gartner, the world’s leading information technology and advisory company, ranked Deloitte as a Leader, for the sixth consecutive time. The company was positioned highest on the ability to execute axis and furthest to the right on the completeness vision axis, in the January 2018 report titled, Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide.

“People expect a high-touch, relevant, and personalized experience from all brands that touch their lives,” said Andy Main, Principal with Deloitte Consulting LLP (US), and head of its Deloitte Digital practice. “Deloitte Digital is absolutely delighted about this recognition because, in our view, it shows that Deloitte Digital leads the market in linking real-time customer insights, to helping Deloitte’s clients reach their customers with personalized content across all touchpoints for the best experience possible.”

Gartner defines the Customer Relationship Management (CRM) and Customer Experience (CX) implementation service market as “project-based services to support enterprises in developing a CX strategy and/or to support the design, building, integration and deployment of process changes and technology that improve interactions between organizations and their customers.”

Main continued, “Deloitte Digital has established its market position focused on delivering the ambitions of our clients. We do that by harnessing all our capabilities under the one roof – creative, design, insights, technology, strategy, innovation and business change. As a result, we are proud to lead the way in the CRM and customer experience market.”

Gartner’s Magic Quadrant evaluates 21 CRM and CX providers. Leaders are defined as those who “bring a wide range of business, analytic and technical capabilities, including CX and CRM strategy, business transformation consulting, customer analytics, enterprise architecture and design, CRM and other customer-facing technology expertise, industry-specific domain expertise, and business change management. They demonstrate strong comparative revenue and growth. They can demonstrate the ability to scale across multiple geographic regions. They are delivering with high client satisfaction.”

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

Source: Gartner, “Magic Quadrant CRM and Customer Experience Implementation Services, Worldwide” Ed Thompson, Patrick J. Sullivan, 8 January 2018.


Lesley Stephen
Global Communications
Deloitte Touche Tohmatsu
Tel: +1 212 436 4325

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