Reply named a Leader in the May 2021 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services
01 Juli 2021 - 9:30AM
Business Wire
For the second year in a row, Reply has been positioned as a
Leader by Gartner, the world’s leading research and advisory
company, in their Magic Quadrant for CRM and Customer Experience
Implementation Services Worldwide.
According to the report, “Gartner defines the customer
relationship management (CRM) and customer experience (CX)
implementation service market as project-based services to help
clients develop a CX strategy and transform a customer relationship
with consulting expertise. Providers in this market design, build,
integrate and deploy process change and technology solutions that
improve interactions between organizations and their customers.
These services are specific to improving clients’ sales, customer
service and marketing operations, and they focus on interactions
with customers, including commerce transaction enablement.”
Following Gartner’s evaluation of 17 CRM and CX implementation
service providers worldwide, Gartner positioned Reply in the
Leaders quadrant. For 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, digital design
capabilities, CX strategy, business consulting, customer analytics,
and 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.”
The “symphony orchestra” approach applied by Reply to CRM and CX
journeys orchestrate all capabilities needed for a CRM and CX
project, from Technology Architecture to Digital Design and UX,
from Customer Data & Analytics to Customer experience. This
approach allows Reply to understand, design and implement complex
CRM and Customer Experience solutions that combine customer journey
analysis, UX and digital design, process definition, CRM platforms,
technological architectures and data analysis, all with a human
centric design approach.
“We are very proud to be recognised by Gartner, for the second
consecutive time, as a Leader in CRM and Customer Experience
Implementation Services. A completely new scenario is being built
and evolving in front of our eyes from a business and strategic
perspective. To deal with the new challenges, enterprises have to
rethink and evolve their business and operating models, leveraging
the opportunities arising from technologies such as AI, ML and
RPA,” said Elena Previtera, Senior Partner at Reply. “Thanks to the
deep expertise in managing complex digitalised scenarios, Reply is
helping customers to understand and map the new needs, issues and
opportunities raised in this totally new reality and drive
impactful experiences.”
Gartner “Magic Quadrant for CRM and Customer Experience
Implementation Services,” Brett Sparks, et al, 18 May 2021
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
Reply Reply [MTA, STAR: REY, ISIN: IT0005282865]
specialises in the design and implementation of solutions based on
new communication channels and digital media. As a network of
highly specialised companies, Reply defines and develops business
models enabled by the new models of AI, big data, cloud computing,
digital media and the internet of things. Reply delivers
consulting, system integration and digital services to
organisations across the telecom and media; industry and services;
banking and insurance; and public sectors. www.reply.com
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Media Contacts Reply Fabio Zappelli
f.zappelli@reply.com Tel. +390117711594
Aaron Miani a.miani@reply.com Tel. +44 (0)20 7730 6000
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