Capgemini named a Leader in Gartner’s 2020 Magic Quadrant

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For CRM and Customer Experience Implementation Services

According to Gartner, “Leaders in this Magic Quadrant bring a wide range of business, analytic and technical capabilities, including CRM and other customer-facing technology expertise, industry-specific domain expertise, and digital design capabilities, CX strategy, business consulting, customer analytics, enterprise architecture and design. They demonstrate strong comparative revenue and growth. Leaders can scale across multiple geographies and are consistent in delivering high client satisfaction.”


This report evaluates 16 service providers for their CRM and Customer Experience Implementation Services according to their ability to execute and completeness of vision. Clients can use this Magic Quadrant to help identify and evaluate providers of these services for their organization.

Capgemini’s approach to Customer Experience

Capgemini’s approach to customer experience is personal rather than personalized, empathizing as well as analysing, and putting the “You” first, every time. We’re embracing humanity, sensitivity, and intuition to invent new experiences. These are grounded in rigorous analyses and cutting-edge technologies, for customers’ experiences to be as personal as they are effective – experiences that build relationships, across any touch point, context or time.

We ensure brands achieve this, at speed, by building experiences that are as personal as they are effective. We are a team of more than 25,000 CX creatives, business consultants, and data and technology experts, with thousands of diverse projects under our belt, and longstanding relationships with leading software vendors. We enable our clients to create customer experiences that provide immediate and sustainable value both for their end customer and their own company.

Featured Quote

“We believe our Leader positioning in Gartner’s Magic Quadrant for CRM and Customer Experience Implementation Services validates our commitment to empower our clients to take bolder steps in how they serve their customers’ needs, deliver personalized and relevant experiences, and change their organizations to deliver value at speed for both, their customers and their business,” said Franck Greverie, Group Chief Portfolio Officer and Member of the Group Executive Board at Capgemini. “By continually expanding our capabilities, we are able to create sustainable competitive advantage for our CX clients. We are happy to have been positioned yet again this year.”

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Connect with our CX experts

Darshan Shankavaram

Globally responsible for overseeing, building and delivering Capgemini’s Digital Customer Experience portfolio, in the areas of Marketing, Sales, Service, Commerce and FrontEnd (Interactive).

Fernand Khousakoun

Expert in Business Process Management

Térence Goudriaan

Expert in Customer Experience, Digital Customer Experience, Digital Transformation

Naresh Khanduri

Digital Commerce solution, Innovation and Strategy