Gartner has named Deloitte 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,” says Andy Main, principal of Deloitte Consulting LLP and head of Deloitte Digital US.”
Reacting to the announcement Veronique Filip Digital Experience Cluster Leader at Deloitte SA said: “Locally, our success in the customer experience space is derived from an emphasis on ensuring that our clients invest in the right areas as it can be expensive to implement ‘best practice’ before knowing if it’s right for your business and your customers.
“As a result, we always guide our clients through a process of getting to know their customer’s needs, expectations, and pain points. We identify how to effectively measure customer experience success before implementing or building solutions, and we aim to leave our clients with a robust measurement and tracking framework to enable ongoing optimization.” F
ilip further notes: “Our clients also benefit from Deloitte’s diverse expertise in customer applications, design, digital transformation, data analytics and human capital – Deloitte is able to effectively guide clients through the end-to-end process of transforming customer experience.”
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.”