Reply named a leader in the April 2020 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services

13 May 2020

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.

The report evaluated 16 CRM and CX implementation service providers. This is the first time Reply has been positioned in the Leaders quadrant. According to the report, “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, and digital design capabilities, CX strategy, business consulting, customer analytics, 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 report further states, “Gartner defines the 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 adept consulting expertise. Providers in this market design, build, integrate and deploy process change and technology solutions that improve interactions between organizations and their customers.”

Reply's approach to CRM and CX projects is based on a Multi Dimensional Approach. This methodology 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.

Gartner “Magic Quadrant for CRM and Customer Experience Implementation Services,” Brett Sparks, et al, 7 April 2020

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