Gartner evaluated 18 global providers of CRM and customer experience (CX) consulting and implementation project-based services on their completeness of vision and ability to execute. Authored by Gartner analysts Patrick Sullivan and Ed Thompson, the report explores the market for global providers in this area and places them within one of four quadrants: Leaders, Challengers, Visionaries and Niche Players.
Publicis Sapient has been recognized by Gartner as a Leader for its completeness of vision and ability to execute. The report notes: “Leaders in this Magic Quadrant bring a wide range of business, analytic and technical capabilities, including CX strategy, business consulting, customer analytics, enterprise architecture and design, CRM and other customer-facing technology expertise, industry-specific domain expertise, and digital design capabilities. They demonstrate strong comparative revenue and growth. They can scale across multiple geographic regions and are consistent in delivering high client satisfaction.”
Nigel Vaz, CEO of Publicis Sapient, comments: “The traditional boundaries between where CX and CRM end and the rest of the organization begins are becoming increasingly blurred. We see that the connected consumer has heightened demands and expectations of the companies they choose to deal with, to the extent that the experience is now the brand and the brand is now the experience.
“As leading organisations in their industries assess and address their customer experience and customer relationships, they do so through a holistic understanding of transformative change for their business. We believe that Publicis Sapient’s position as a Leader in this area validates how we approach clients’ transformation, which is with a view of both the company and the customers simultaneously, and by uniquely fusing strategy and consulting, experience and engineering.”
A complimentary copy of Gartner’s full analysis in this year’s Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide is available below.