The State of Salesforce 2022-2023

Maximize your Salesforce investment through a holistic approach to transformation and explore how to unlock the next wave of value.

Overview

Customer experience transformation

We put customer experience at the center of your business. With deep expertise in experience strategy and design, data and analytics and platform consulting and implementation harnessing best-in-class solutions, we help you drive transformation across the customer lifecycle, spanning marketing, commerce, sales and service.

 

IBM at the 2023 GRAMMYs

IBM Consulting and the Recording Academy teamed up to create a unique experience for GRAMMY fans using data and AI powered by Watson Discovery. 

Testimonial

3x

Organizations that elevate CX transformation to the status of a formal business priority reported 3x higher revenue than those that did not.¹

60%

60% of the CEOs leading the most financially successful organizations say that delivering better customer experiences are among their highest priorities in the next 2 to 3 years.²

Customer experience consulting services

Experience, product and service design

IBM iX helps the world’s most influential companies create experiences, products and services that reinvent their relationships with customers and employees.

Digital commerce consulting

We are a platform-agnostic digital commerce services provider, delivering consulting, implementation and operations services to help clients deliver seamless omnichannel buying experiences.

Modernize B2B and B2C marketing

We help companies transform their end-to-end marketing across people, process and platforms to reflect the needs of customers, employees and citizens—designing and delivering personalized experiences powered by data, AI, marketing technology and operations.

Customer service innovation

Customers and employees demand better experiences. From contact center to field service, we help modernize service operations so companies in any industry can create personalized experiences that drive revenue, maximize business value and increase customer loyalty.

Intelligent sales transformation

Buyer and seller expectations have changed. We help companies create digital-first sales and revenue operations through data-and AI-driven strategies that drive top-line growth, foster loyalty and connect sales, service and marketing.

Strategic partnerships

Enterprise-grade experiences with SAP

A manager and worker both wearing hard hats and face masks inspect an open shipping container.

Power CX with SAP

Create connected commerce, marketing, sales and service experiences across the customer journey fueled by real-time business data with SAP Customer Experience (CX) and CRM solutions. 

Smarter CX personalization with Adobe

: Two men sit at opposing tables working on their laptops in a creative office space of brightly painted walls and floors.

Personalized experiences with IBM and Adobe

Building on more than 20 years as an Adobe consulting partner, our partnership is focused on helping clients design and deliver more personalized experiences that foster customer loyalty and trust.

Human-centered experiences with Salesforce

Various colored lines intersect in a weave pattern against a dark blue background in this Salesforce branding image.

Create business value with Salesforce

Together with Salesforce, we don't just create business value. We combine the power of Salesforce with open and emerging technologies, deep industry and human-centered design capabilities, and the data insights needed to deliver impact. 

Customer experience case studies

Boots UK

IBM partnered with Boots UK on its e-commerce transformation, increasing digital orders by 42% and growing revenue by 115% over two years. 

MOL Group

MOL builds a digital marketing platform to fuel revenue growth and customer loyalty.

Audi

Audi UK puts innovation in the driver’s seat and brings smarter experiences to customers.

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Footnotes

¹ IBV Optimize Your DXP Capabilities Report 2021 https://ibm.co/optimize-dxp
² IBV 2021 CEO Study https://ibm.co/c-suite-study-ceo