Skip to main content

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

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