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Reinventing the Contact Centre     


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Create customer experiences that earn loyalty and trust

To exceed rising customer and employee expectations, and emerge from crisis stronger, you need insights. IBM unlocks the value of your data and responsibly applies AI to make employee workflows more efficient and customer relationships more human.

Empower customers and agents with essential customer service

Increased contact center demand has put pressure on outdated workflows. Your customers, employees and citizens need solutions that deliver fast, accurate information — on any channel. IBM combines Watson with our global expertise to transform your customer service experience.

Accelerate growth by moving commerce online

To remain relevant in trying times, companies must deliver personalization that maps to consumer needs. Buying patterns have changed. Move to digital commerce quickly and deliver revenue growth while meeting your customer experience expectations.

front view of a volkswagen vehicle on a road

Unite every corner of your business around your customer

IBM business designers apply design thinking to keep people at the center of your customer experience strategy. Together, we imagine the experiences of the future and co-create customer and employee experiences that instill trust — from discovery to purchase and beyond.


Digital Business Strategy

Develop an enterprise-wide roadmap to harness exponential technologies and respond to constant market change. Unleash the power of market-making platforms and establish a new strategy for creating value — fueled by data, taking advantage of technologies at scale and leveraging the organization’s differentiating expertise and capabilities.

Watson Assistant

Build a full-service AI assistant platform that your customers and employees will want to use. Seamlessly automate tasks to allow your teams to focus on higher value work. Bring Watson Assistant to your data, no matter what cloud it lives on. Embed it within any channel — voice or web — and ensure you meet your customers and employees where they are.

AI for Customer Service

Partner with IBM Services® to shift from a traditional call center to an omnichannel customer service experience. Empower agents and customers to resolve inquiries faster by integrating customer platforms like Salesforce and making Watson Assistant your first line of defense.

Experience Strategy and Design

Design human-centered experiences powered by data and technology. The authentic enterprise experience is brought to life in the daily interactions your brand has with its customers, partners and employees. Our comprehensive experience strategy syncs your brand purpose and human insights with the right technologies to enable the enterprise. 

Adobe Services

Create, manage and optimize customer experiences that scale. Don't waste your time stitching together different marketing platforms and data sets. Allow us to systematically review your current technology stack, evaluate your experience vision against platform capabilities and deliver a comprehensive reference architecture just for you.

Salesforce Services

Bluewolf, an IBM Company, helps clients quickly launch and continuously innovate Salesforce solutions for differentiated customer experiences.

Watson Advertising

Avoid going dark during the crisis and emerge stronger using AI-powered advertising solutions that enable superior creative flexibility, performance and targeting using the industry's leading and most trusted data sources.

Frito-Lay North America

Grocery cart being pushed down food isle.

See how this snack-industry leader focuses on customer experiences and uses continuous innovation to drive impactful digital transformation.



Insurance is shifting from necessity to utility. IBM is transforming how insurers serve policy holders at home, on the road and in the community.

Banking and financial markets

Deliver seamless banking experiences with data and AI insights, design thinking and fintech innovation for a new generation of customers.

Retail and consumer products

Personalization in retail builds loyalty through consistency. Explore how AI enables brands to connect with and meet rising consumer expectations.

IBM Global Financing

During a disruption, spreading project payments over time can be an attractive way to pay for your IBM Services. Accelerate your customer and employee experiences and become a smarter business with flexible payment solutions built for your business needs.

Digital experience assessment

Request an AI-based review of digital experiences plus go forward recommendations.