CRM and CX
with Reply

Reply is a leader in 2021 Magic Quadrant for CRM and customer experience implementation services worldwide

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PRESS RELEASE

Leader in 2021 Magic Quadrant

INDEX

The big picture

A shift towards digital
experiences

Today’s customers are looking for a less ‘mediated’ relationship with brands but, at the same time, want a personalised experience, that can evolve alongside their changing needs and tastes.

The pandemic has accelerated the shift away from physical stores to fully digital and omnichannel shopping experiences.

The challenge

Rethinking and evolving businesses

To face new challenges, enterprises must rethink and evolve their business and operating models to allow themselves to execute at an unprecedented pace, leveraging the opportunities arising from technologies.

Reshaping customer journey

Hyper personalising

Building innovative products and services

Revolutioning customer engagement

Making a difference

Solutions with a human-centric
design approach.

Reply's approach to the CX journey is based on a “symphony orchestra” which ensures that every element is connected and optimised – from the CX architecture, to digital design and UX.

The pandemic has accelerated the shift away from physical stores to fully digital and omnichannel shopping experiences.

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.

Gartner “Magic Quadrant for CRM and Customer Experience Implementation Services”
Brett Sparks, et al, 18 May 2021