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11 March 2019
Reply today announced it has been positioned as a Visionary by Gartner in its February 2019 "Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide".
Gartner evaluated 18 providers of CRM and CX strategy and implementation services, and positioned Reply as a Visionary due to its completeness of vision and ability to execute.
Reply’s approach to CRM and CX projects is based on a Multi-layer Customer Experience Model. This includes journey mapping, User Experience (UX) and digital design, processes definition, CRM platforms, data analysis, technology architectures and human-centric design thinking to understand, design and implement complex CRM and CX solutions.
According to the report, “Gartner defines the CRM and customer experience (CX) implementation service market as project-based services to help clients develop a CX strategy, transform a customer relationship, and/or 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 interactions with customers and also include commerce transaction enablement”.