• 16-JAN-2018

CRM and customer experience (CX) continue to be at the top of the executive agenda as evidenced in Gartner's CEO, CIO, CMO and other executive surveys, report finds

PwC Positioned in the Leaders Quadrant in the Gartner Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide

Gartner finds that “CRM and customer experience (CX) continue to be at the top of the executive agenda as evidenced in Gartner's CEO, CIO, CMO and other executive surveys. It is of strategic importance to the majority of Gartner clients. The vast majority of Gartner clients use external service providers to help them with their initiative, program or project. So the importance of selecting the correct provider cannot be overestimated.”

PwC was recognised as a Leader in the Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide for its completeness of vision and ability to execute. 

“We are pleased that PwC is recognised in this Gartner report for our worldwide CRM and Customer Experience services,” said Miles Everson, US Vice Chairman and PwC’s Global Advisory Leader and the Asia Pacific Americas Advisory and Consulting Leader, speaking on the occasion. “PwC is passionate about working closely with our clients as we innovate with them to change their business processes.”

In their Magic Quadrant for CRM and Customer Experience Implementation Services, Gartner writes: “CRM and CX projects address the goals set out by sales, marketing, customer service, field service, digital commerce leaders and chief digital officers.” Gartner further noted that "These goals may include improving customer satisfaction, acquiring new customers, retaining existing customers, creating a single view of the customer, cross-selling to customers, improving campaign response rates, increasing digital channel adoption, driving up customer advocacy or referrals, and/or gaining better margins through improved pricing."

Source: Gartner, Inc., Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide, Patrick J. Sullivan and Ed Thompson, 8 January 2018.

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.

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