Gartner Bills Cognizant as Leader for CRM & CEIS

Close on the heels of being branded as the “Delivery Quality Partner of the Year- 2017” by Adobe, Cognizant has been billed as “Leader” in the Gartner Magic Quadrant for CRM and customer experience implementation services worldwide. Interestingly, The Gartner report assesses as many as 21 vendors that provide customer relationship management (CRM) and customer experience (CX) project-based services, including consulting and solution implementation services worldwide.

It is pertinent to mention here that Gartner normally evaluates vendors based on their completeness of vision across various criteria including market understanding, marketing strategy, sales strategy, offering (product) strategy, business model, vertical/industry strategy, innovation, and geographic strategy. That’s not all. Vendors, this time round, were also assessed on the basis of their ability to execute across product or service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience and operations.

It is important to know here how Gartner defines ‘leaders’. Gartner defines ‘leaders’ as those who bring a wide range of business, analytic and technical capabilities, including CX and CRM strategy, business transformation consulting, customer analytics, enterprise architecture and design, CRM and other customer-facing technology expertise, industry-specific domain expertise, and business change management. The leaders are also supposed to demonstrate strong comparative revenue and growth. They are to demonstrate the ability to scale across multiple geographic regions and to deliver with high client satisfaction.

Consider what Harish Dwarkanhalli, global delivery leader, digital customer experience practice, Cognizant, has to say. He said that business leaders recognize that digital customer experience is the key to engaging, delighting and retaining customers in the modern world. Customers now have so many choices. And they sit right at the center of today’s value chain. Having the ability to understand the customer’s journey and deliver compelling products and experiences are much more important than ever before.”

“The Gartner recognition is a testimony to our deep industry understanding, strong technical implementation skills, unique design thinking and last but not the least, overall expertise in leading customer experience transformation. We, as a company, always work side-by-side with our clients to transform our customers’ journey by enabling the digital platform, re-imagining associated business processes and re-shaping the experience,” added Dwarkanhalli.