Gartner’s 2019 Magic Quadrant for CRM and Customer Experience Implementation Services sees a comparison of 18 players, of which eight are leaders
Gartner has predicted that by 2022 the demand for consulting and implementation services for digital marketing & commerce initiatives will be more than core sales and customer services. Customer experience and CRM implementation services remain in high demand, fueled by demand for design, UX, commerce and analytics skills.
The leaders in this field according to the 2019 Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide are Deloitte, Accenture, Capgemini, Cognizant, Wipro, PwC, Publicis Sapient, and IBM iX. One of the most noteworthy changes from last year’s edition is that NTT Data is no more in the Leader’s quadrant. Last year NTT was relatively low on the Leader ladder and the shift was slight but in the wrong direction. NTT Data is now in the Challengers quadrant along with HCL Technologies and Tata Consultancy Services. The remaining Leader’s quadrant was the same as that of last year.
A new company has been added to the Niche Player Quadrant – BearingPoint that remains strong with its operational and overall CX management, making them a worthy contender for more CX-focused organizations. Their weaknesses in CX Strategy and Business Consulting, Proactive guidance and resource management took away their spot in the Leader’s bracket.
The company Reply, which is in the Visionary section, is too in a similar situation. Formerly a Challenger, Replay has proved to be above average when it comes to multidimensional teams, digital marketing and commerce, and CRM technology and architecture expertise, but their lack of geographic diversity made them lose the rank.
Gartner has defined CRM and CX Implementation as any service that is provided to an organization to assist them with making the absolute best out of their respective solutions. Their Magic Quadrant evaluates the credentials of 18 providers that offer their services for organizations with new CRM/CX products. Other than the ones mentioned above, the companies that made to the quadrants include EY and Virtusa in the Visionaries section and Infosys, Tech Mahindra and Salesforce Success Cloud in the Niche Players section.
Atos, North Highland, and Slalom Consulting are not seen in the magic quadrant this year because they changed their qualifications for assessment from last year, Gartner explains.
Most of the leaders of the Customer experience and CRM implementation services believe that with connectivity, customers are now expecting a seamless, personalized experience across brands, across devices and mediums. It has become imperative that companies maintain this. Paul Cole, Vice President, Enterprise Applications Consulting, Cognizant said, “In order to remain competitive, businesses must harness cutting-edge technologies that fuse together front, mid, and back-end processes in order to offer compelling customer experiences.”
His views are echoed by Bill Kanarick, EY Global Customer Leader, who says, “Customer expectations continue to change rapidly, along with the pace of digital transformation, and the two are inextricably linked. To remain competitive and relevant, and to secure and keep customers engaged, organizations must provide customers with a superior and differentiated experience.”