HFS Research named Accenture as the number one provider of digital front office services in its newly released report, HFS Top 10 Digital Front Office: CX Design, Sales, and Marketing.

The report, which analyzes the top 16 providers of digital front office services in the market, also placed Accenture first across all Execution and Innovation categories, and second in the Voice of the Customer category. The HFS Top 10 Digital Front Office report builds on 2016’s Digital Marketing Operations Blueprint and extends to sales operations services and elements of design, including CX consulting and journey mapping.

Everyone recognizes the role of the CMO is changing as they are increasingly being held accountable for sustainable business growth vs. vanity metrics.  Enter the era of the “Chief Growth Officer” – with a focus on driving results across the entire customer lifecycle through highly personalized, best-in-class experiences. Achieving new levels of collaboration across the marketing, sales and service organizations, unleashing the power of robust data and advanced analytics and enabling technology for breakthrough GROWTH.

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Accenture’s portfolio of services spanning across customer engagement is enabled by its industry leading investments in creative and design assets, and a balanced approach to technology and talent for more intelligent, data-driven marketing and sales.

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Breakthrough marketing and sales-led growth requires a new model for marketers that is seamlessly integrated, data-driven and technology-enabled. Companies must bring together their marketing and sales function, strategies and capabilities to drive results across the entire customer lifecycle through hyper-relevant, best-in-class experiences. This is why we bring our Front Office services forward—Accenture Interactive Operations and Accenture Intelligent Sales and Services Operations—to help our clients achieve new levels of collaboration across the marketing, sales and service organizations by unleashing the power of robust data, advanced analytics and enabling technology for sustainable GROWTH.

The HFS report details the new market that is emerging from the race to become “experience agencies”, and how the need for digital customer experiences is driving investment in design, marketing and sales services. Clients who seek to fill the gaps between internal and agency staff to produce content for these experiences are turning to service providers like Accenture for help. 

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HFS identified Accenture’s strengths as the breadth and depth of our end-to-end capability, our leading-edge investment strategy, our innovative talent and our use of applied intelligence for more intelligent marketing and sales.

The biggest challenge companies face is innovation: Are they delivering what their customers want at the pace that is required? In today’s, fast-paced, omnichannel world, customer experience is equally as important as brand promise. The digital front office improves clients’ understanding of the changing digital needs of customers. Consequently, companies can now meet and exceed shifting customer expectations and simplify complex interactions to deliver early and intuitively on brand promise consistently across all customer touchpoints. This allows for a pivot in growth strategies to profitable areas beyond the core and funds new growth by optimizing costs in other parts of the organization.  

Nikki Mendonça

Global President – Accenture Interactive Operations​


Danielle Moffat​

Managing Director – Intelligent Sales and Customer Operations Offering Lead

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