About This Constellation ShortList™
A systems integrator (SI) or customer experience (CX) service provider brings together solutions into an overall customer experience hub. They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems. With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology.
Customer experience SIs guide brands’ CX journeys on all channels (e.g., email, chat, text, websites, phone, social networks) and devices (e.g., phones, tablets, desktops), and optimize each to make the experience flawless. With options to order on a website and pick up in a store or ship to an address, front-end experiences need to be great, along with top-notch supply chain/ERP so inventory is current. In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue.
CX SIs have a set of best practices, strategy design, optimal delivery, and testing methodology to guide clients to obtain an optimal CX from a customer’s point-of-view. These firms often perform a gap analysis (comparing the current and future state of the customer experience to find gaps). SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. SIs often incorporate organizational change management.
Constellation considers the following criteria for these solutions:
- Best practices methodology
- An assessment tool
- Art-of-the-possible strategy and technology roadmap
- Customer references
- Design and creative space
- Differentiated IP
- Design thinking approach
- Operating in three continents
The Constellation ShortList
Constellation evaluates over 100 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research.
- Accenture Interactive
- Deloitte Digital
- IBM iX
- Publicis Sapient
- TCS Interactive
Frequency of Evaluation
Each Constellation ShortList evaluation will be updated every 180 days as needed.
Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.