Overview of customer experience consulting

Reinvent your business from the inside out. Bring digital strategy, data and analytics, experience design, and platform implementation expertise to your customer experience strategy.

IBM iX® combines end-to-end business strategy with customer insights and experience design to help you establish the digital experience, employee experience and user experience that leads to total customer experience transformation.



End-to-end customer experience capabilities

From contact center to e-commerce to sales and marketing, IBM provides CX consulting services that result in digital transformation. 

Responsibly harnessed data

Artificial intelligence, data analytics, IBM Watson® and other innovative technologies help you deliver data-driven customer experiences.

With speed — at scale

IBM iX helps customers overcome cumbersome internal processes and organizational barriers to provide stellar customer engagement.


Customer experience consulting services

Customer experience strategy

People in business attire talking with each other

Successful customer experience strategies should take into account the entire customer journey, from customer engagement through issue resolution.

E-commerce experience

Engage across the full lifecycle of the customer relationship. Accelerate your transformation with business strategy and consulting.

Customer data and analytics

Uncover customer insights and create intelligent workflows by adding data science and analytics methodologies to customer experience management.

Mobile customer experience

Help your employees do their best work and also enrich your customers’ interactions with the power of IBM iX mobile experience strategy and design.

Design systems as a service

Align your business and digital experiences in order to keep pace with ever-demanding customer expectations.

Customer experience platform

We've joined forces with Adobe and Red Hat to improve customer experiences throughout the customer journey.

Customer experience case studies


Frito-Lay modernizes e-commerce and frontline workflow tools to delight employees and consumers.


IBM iX provides an integrated customer experience management platform that offers differentiated user experiences that match the dynamics and brands of each university.

State Street Global Advisors

State Street Global Advisors (SSGA) enables self-service and leverages data to offer a robust user experience while also providing measurable business insights.

Customer experience industry applications

AI for customer experience

Use AI to transform the retail customer experience and get ahead of the pack by turning big data into personalized customer insights.

Air travel customer experience

Enhance personalization in the travel industry with customer experience consulting solutions that increase ancillary revenue.

Insurance customer experience

To achieve client-centricity for better retention, a comprehensive customer experience strategy is required for people and processes.


Reinvent the customer experience

This interview discusses global customers who reinvent their customer experience through human-centered design and AI.

Elevating the insurance customer experience

Insurance has transformed from being a product that is sold to one that is bought, and the right CX drives that purchasing decision.

Enterprise design thinking courses

Enterprise design thinking courses are currently available at no cost. Learn to apply design thinking to complex teams, problems and organizations.

Co-create with IBM Garage

Ideate, build, measure, iterate and scale solutions seamlessly with our end-to-end framework of design thinking, agile and DevOps practices. Achieve speed-to-value and adopt breakthrough technologies through the partnership created with your team and a diverse set of IBM experts in business, design and technology.