'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 organisations 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.'
According to Gartner, ‘Despite pandemic impacts, demand for CRM and CX implementation services — including design, user experience (UX) and e-commerce — saw major providers grow an average of 14% in 2020. The major service providers are positioned here for sourcing, procurement and vendor management leaders to evaluate for their needs.’
Gartner Magic Quadrant for CRM and Customer Experience Service Providers, 18 May 2021, Brett Sparks, Jim Longwood, Katie Gove, Chrissy Healey
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‘We are really pleased to be named as a Leader by Gartner in the 2021 Magic Quadrant for CRM and Customer Experience Implementation Services report. We help our clients design outside-in customer strategies which develop value propositions that address customers’ underlying needs and desired outcomes. Our service is underpinned by Analytics and Experience Design to build differentiated experiences that align with their core brand promises. Customer Experience is now one of the key sources of competitive advantage. We help our clients to get it right so that they continue to build customer engagement and revenues.’
Global Lead, Analyst Relations, PwC United States
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