Companies are under increasing pressure to establish seamless omnichannel commerce experiences to fuel growth and deliver a better customer experience. IBM commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by partnering with IBM iX—the experience partner within IBM Consulting—to modernize and transform their end-to-end commerce experiences. 

To better understand the benefits and costs associated with this investment, Forrester interviewed four clients with experience working with IBM iX on digital commerce engagements, and aggregated the interviewees’ experiences to combine the results into a single composite organization.

After engaging IBM iX, the interviewees successfully modernized their omnichannel commerce ecosystems, improving customer experiences and increasing revenue. The representative interviews and financial analysis found quantifiable benefits of $50.77M over three years versus costs of $19.59M, adding up to a net present value (NPV) of $31.19M and an ROI of 159%. 

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