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Accenture Digital is a Leader among B2C Global Commerce Service Providers

The purpose of this report is to help eBusiness and channel strategy professionals choose the best fit digital business partners to help them accelerate digital transformation and meet the rapidly changing expectations of customers.

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Accenture Digital is a Leader among B2C Global Commerce Service Providers

  1. 1. Headquarters Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA, 02140 USA Tel: +1 617.613.6000 • Fax: +1 617.613.5000 • www.forrester.com For eBusiness & Channel Strategy Professionals Accenture Digital Is A Leader Among B2C Global Commerce Service Providers Accenture Digital is a global consulting company that offers the full stack of services ranging from back- office expertise to customer- facing front-end capabilities. With the acquisition of Acquity Group, Accenture Digital has carved out particularly strong offerings in commerce platform selection, data management, and digital business strategy. Accenture Digital is actively investing in its innovation lab, building out eCommerce accelerators and growing a promising analytics practice. The company has an especially large global client base and has carved out a relatively strong position in both B2B and B2C businesses. With the acquisition of Acquity Group still relatively new, synergies between Accenture Digital and Acquity Group are still being developed. Clients of Accenture Digital indicate that the firm possesses deep experience in commerce strategy and application integration work, even in the face of changing requirements and timelines and multiple tracks of work. See below for more information on Accenture Digital’s current offering, strategy, and market presence. Accenture Digital Is A Leader Among B2C Global Commerce Service Providers Excerpted From The Forrester Wave™: B2C Global Commerce Service Providers, Q1 2015 by Adam Silverman and Andy Hoar with Zia Daniell Wigder, Peter Sheldon, Herman Lee, and Laura Naparstek February 9, 2015 Forrester Wave ™: B2C Commerce Service Providers, Q1 2015 Source: Forrester Research, Inc. Unauthorized reproduction or distribution prohibited. Risky Bets Contenders Leaders Strong Performers StrategyWeak Strong Current offering Weak Strong Accenture Digital Cognizant Deloitte Digital HCL Technologies IBM Global Business Services Infosys Razorfish Global SapientNitro Tata Consultancy Services Wipro Market presence Go to Forrester.com to download the Forrester Wave tool for more detailed product evaluations, feature comparisons, and customizable rankings. Accenture Digital, with a Forrester score of 4.03, is a Leader in this Forrester Wave.
  2. 2. For For eBusiness & Channel Strategy Professionals Accenture Digital Is A Leader Among B2C Global Commerce Service Providers 2 © 2015, Forrester Research, Inc. Reproduction Prohibited February 9, 2015 Accenture Digital Evaluation Overview CURRENT OFFERING Background information Accenture Digital provides a variety of solutions, including omnichannel strategy consulting, traditional systems integration projects, application and infrastructure outsourcing, and managed business services. Omnichannel, commerce strategy, and consulting Accenture Digital is strong in this category when it comes to ongoing channel optimization and digital business transformation services. Customer engagement and experience services Accenture Digital has exhibited well-established practices in delivering eCommerce and omnichannel and mobile commerce customer engagement strategies to its clients. Implementation services Accenture Digital’s strengths in this area are program and project management and data management, and the company continues to bolster its system design and architecture capabilities. Managed services Accenture Digital is well-established in its commerce hosting and application support. Hosting support Accenture Digital has standard and effective offerings in this space, though its standard pricing terms for hosted managed services is a relative point of differentiation. Solution expertise Accenture Digital has demonstrated expertise across all major eCommerce platforms, and it is particularly well-established in its CMS, PIM, customer insights and analytics, and mobile offerings. STRATEGY Corporate strategy Accenture Digital is the growth engine at Accenture, working closely with the Accenture strategy, technology, and operations teams to create a competitive advantage. The teams work with Accenture’s alliance partners across the entire digital ecosystem, including SAP, Oracle, Microsoft, Salesforce, Workday, Apigee, Crittercism, Adobe, SAP hybris, Sitecore, and many others. The goal of this activity is to bring new ideas and solutions to Accenture Digital’s clients — at scale and anywhere in the world — using the technology that makes sense for each client environment. Commerce services focus Accenture Digital is the growth engine at Accenture, working closely with the Accenture strategy, technology, and operations teams to create a competitive advantage. Accenture Digital works with the top 10 global pharmaceutical companies, seven of the top 10 global consumer goods and services companies, and seven of the top 10 largest global retailers.
  3. 3. For For eBusiness & Channel Strategy Professionals Accenture Digital Is A Leader Among B2C Global Commerce Service Providers 3 © 2015, Forrester Research, Inc. Reproduction Prohibited February 9, 2015 Accenture Digital Evaluation Overview Industry strategy Accenture has serviced clients across the spectrum of B2C and B2B industries, including distribution and retail, manufacturing, automotive, hospitality, transportation, chemical, energy, communications/media/technology, airlines, and even financial services and government. eCommerce focus Accenture Digital’s B2C eCommerce practice is robust and includes all facets of digital strategy, experience design, replatforming, development, OCM, ERP implementation, analytics, mobility, digital marketing, application and infrastructure outsourcing, and digital operations across a variety of major platforms and technologies. Omnichannel commerce focus Accenture Digital is well-versed and experienced in designing and delivering on the promise of omnichannel for its B2C customers. Accenture Digital’s experience spans across online, mobile, branch store, call (and chat) centers, social, and field sales. Accenture has established a B2C commerce CoE where it has compiled and inventoried various go-to-market materials, delivery assets, accelerators, and case studies. Innovations delivered by Accenture Digital have ranged from midtier architecture driving high availability and performance, store-front syndication, special offer/catalog syndication, Water-Scrum-Fall methodology, business case development and rationalization on B2C relevant outcomes, channel management approaches, and targeted functional build lists. Digital business transformation focus Accenture Digital has established and operates a dedicated organization to digital transformation and operations. This team delivers strategy, architecture, digital marketing, managed services (application and infrastructure outsourcing), and operations. Accenture has brought and delivered innovative B2C experiences; implemented new business models and brand projection into online and mobile; assessed the current state; designed organizations; and helped with recruiting, career tracking, and compensation for domestic and international organizations. These complex end-to-end programs have always been rooted in customer need and expectation, including personalization of experiences, product catalogs, and pricing strategies. Innovation and digital acceleration Accenture Digital operates Customer Innovation Centers and has partnered with customers to establish customer-specific labs. In addition, Accenture Digital has conducted primary research and authored thought leadership pieces on various B2C commerce topics. Mobile commerce focus Accenture Digital maintains a dedicated mobility business unit that is capable of delivering on all aspects of the mobile communications strategy, including design, development, delivery, hosting, and maintenance. Accenture Digital’s successes are many in the B2C spaces, including innovative marketing (and global) syndication as well as connected vehicle. Accenture uses industry available accelerators and software development kits. Pricing structure Accenture Digital has engaged in all types of pricing models, including time and material, not to exceed, fixed price, and outcome-based share.
  4. 4. For For eBusiness & Channel Strategy Professionals Accenture Digital Is A Leader Among B2C Global Commerce Service Providers 4 Forrester Research (Nasdaq: FORR) is a global research and advisory firm serving professionals in 13 key roles across three distinct client segments. Our clients face progressively complex business and technology decisions every day. To help them understand, strategize, and act upon opportunities brought by change, Forrester provides proprietary research, consumer and business data, custom consulting, events and online communities, and peer-to-peer executive programs. We guide leaders in business technology, marketing and strategy, and the technology industry through independent fact-based insight, ensuring their business success today and tomorrow. © 2015 Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRankings, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective owners. Reproduction or sharing of this content in any form without prior written permission is strictly prohibited. To purchase reprints of this document, please email clientsupport@forrester.com. For additional reproduction and usage information, see Forrester’s Citation Policy located at www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. 115405_Accenture Digital Accenture Digital Evaluation Overview MARKET PRESENCE Clients Accenture Digital has won more than 1,500 new B2C commerce projects in the past 24 months and continues to provide managed services for more than 750 clients. Financials Accenture Digital posted a revenue of approximately $5 billion and a growth rate of 25%. Global presence Accenture Digital has substantial resources in North America, followed by Europe, Latin America, and the Middle East. Vertical presence Accenture Digital is present in all industries listed below. Why Read This Report From The Forrester Wave™: B2C Global Commerce Service Providers, Q1 2015 In Forrester’s 77 criteria evaluation of the top 10 global commerce service providers (GCSPs), we found that Deloitte Digital, SapientNitro, Accenture Digital, Razorfish Global, Cognizant, and IBM Global Business Services lead by offering a complete suite of B2C commerce services. Tata Consulting Services, HCL Technologies, Infosys, and Wipro offer a compelling combination of digital strategy and technical execution capacity focused on B2C businesses. The purpose of this report is to help eBusiness and channel strategy professionals choose the best fit digital business partners to help them accelerate digital transformation and meet the rapidly changing expectations of customers.

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