NEW YORK, NY, USA — Gartner, the world’s leading information technology and advisory company, named Deloitte a Leader in its April 2020 report titled, Magic Quadrant for CRM and Customer Experience Implementation Services.
“I am humbled that Deloitte has been recognized as a Leader in Gartner’s Magic Quadrant Report for CRM and Customer Experience Implementation Services. To us, our continued recognition in this report is a true testament to the team’s commitment to creating and elevating human experiences,” says Andy Main, Global Head of Deloitte Digital. “I’m honored to be a member of an organization so dedicated to helping businesses build long-lasting relationships with their customers.”
Gartner “defines the 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 adept 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, as well as focusing on interactions with customers, including commerce transaction enablement.”
On the market, the report explains, “Customers now demand that organizations provide them with a continuous experience, preserving continuity of user experience across traditional boundaries of devices, time and space. To fulfill their journeys, customers want to seamlessly interact with enterprises across multiple devices and channels (both digital and physical) in a multistep sequence that can last over an extended period of time.”
“As ‘social distance’ and ‘quarantine’ become part of our everyday vocabulary, we are all searching for more human connections,” adds Main. “It has never been more important for businesses to deliver on their promises and foster stronger bonds with employees, customers and partners.”
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