Gartner analysed 20 service providers which met the criteria of generating a minimum of $200 million (in U.S. dollars) of CRM and CX implementation service revenue in 2015, provided both CRM and CX business strategy, consulting and technology design along with implementation services to large enterprises and operated in more than one major geographical region of the world. Services providers were assessed according to their ability to execute and completeness of vision.

Pierre-Yves Glever, Digital Customer Experience Practice Leader at Capgemini said: “We are delighted to be recognised as a leader in Gartner’s Magic Quadrant for our vision and execution in Customer Experience and CRM implementation services. Our experience and expertise is underpinned by a suite of proven tools, accelerators and methodologies which, paired with our highly adaptive process, ensure we can meet the specific digital customer experience needs of our clients. Our goal is to help companies better connect with their consumers by crafting the right connections across all the different components of their organisation. By focusing the whole organisation around the customer, this becomes the catalyst for business transformation”.

According to Gartner, leaders in this Magic Quadrant bring a wide range of business and technical capabilities which include CX strategy, business transformation consulting, customer analytics, enterprise architecture and design, CRM technology expertise, industry-specific domain expertise, and business change management. They demonstrate strong comparative revenue growth, demonstrate the ability to scale across multile geographic regions. They are delivering with high client satisfaction.

Capgemini’s Digital Customer Experience practice solves whole problems through its connected capabilities – ranging from customer insights, experience design and technology to people and governance transformation. With offers including Seamless Customer Engagement, Commerce Management and All-Channel Experience; a team of over 9,000 professionals across more than 20 countries; and a deep partner ecosystem Capgemini is equipped to deliver a tailored experience to help reduce customer service costs and drive top line growth.

Gartner, Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide, 01 December 2016

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