“Gartner defines the CRM and CX implementation service market as project-based services that help clients develop a CX strategy and transform a customer relationship through consulting expertise. Providers in this market design, build, integrate and deploy process changes and technology solutions that improve interactions between organizations and their customers. These services are specific to improving clients’ sales, customer service and marketing operations. They also focus on interactions with customers, including commerce transaction enablement.”
“Customer behavior and expectations are driving forces in digital business transformation. Designing and sustaining powerful customer experiences is core to what we do, and we are honored to receive top marks from Gartner,” said Nigel Vaz, CEO of Publicis Sapient. “The pandemic dramatically accelerated sweeping changes in consumer behavior across industries. Our integrated SPEED capabilities -- Strategy, Product, Experience, Engineering and Data -- mean that we can drive a complete CX cycle from uncovering opportunities to implementing complex system evolution and advancing it over time. Our priority is to ensure that our clients continue to deliver relevant experiences for their customers.”
Publicis Sapient received a top score for Complex Customer Experience Implementation use case within the report, and “scored well in digital design and UX, commerce, and marketing CRM use case.” According to the report, Publicis Sapient was also positioned in the top third for customer strategy consulting use case. To view the full report, please visit gartner.com.
Additionally, Publicis Sapient received a score of 4.8 out of 5 on Gartner Peer Insights, with 100% of Publicis Sapient clients willing to recommend them, based on 22 reviews as of June 15, 2021.