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Deloitte and Deloitte Digital gain recognition in an international ranking by Gartner

In its annual “Magic Quadrant for CRM and Customer Experience Implementation Services” report, Gartner has recognized Deloitte as the global leader in customer relations management and customer experience implementation services for the fifth time in a row. According to Gartner analysts, Deloitte Digital leads the market owing to its complete CRM and CX vision.

We are very happy that Deloitte has been identified by Gartner as the key leader in customer experience, which is defined as the interaction a customer has with a company at different touch points, for the fifth time in a row. Equipped with our global CX Value tool and drawing on the comprehensive expertise gained across different industries, not only do we advise our clients in this regard but also implement solutions and offer tools for monitoring the return on investment in Customer Experience, says Hubert Anyżewski, Experience Strategy & Design Director, Deloitte Digital. Using our experience and tools, we are capable of making a CX business case to increase the competitive advantage of the company in addition to helping it to build long-term relationships with consumers, he adds.

According to Deloitte Digital experts, the introduction of a CRM system and UX design and implementation are particularly important in the era of mobile apps, which respond to the needs of consumers in real time and offer them access to personalized content that is selected carefully to suit customer interests. Accustomed to comfort, app users expect similar speed and efficiency from businesses. This is evidenced by such companies as Uber, whose success is attributable to an understanding of the said mechanism and commitment to addressing the needs of its clients.

Today, when customer service is becoming key to successful sales, a number of companies are considering the implementation of CRM solutions. Increased competition has been observed lately on the market of such technology. Thus, we see Deloitte’s leading position as an outstanding achievement. We have a number of CRM and CX professionals worldwide, including in Poland, and address our services also to local market clients, says Jan Michalski, Partner and Salesforce.com Leader, Deloitte Digital.