Customer lifecycle transformation consulting
Envision, design and deliver smarter experiences across the entire customer journey to unlock value and deliver growth.
Overview
Intelligent customer 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 product, sales, marketing and service.
Benefits
World-class partnerships
We have trusted technology implementation abilities and accelerators, for our own solutions and for our long-standing partners like Adobe, Salesforce and SAP CX.
Testimonial
3x
Organizations that invest in Digital Experience report three times higher revenue growth for the last two fiscal years (3.6%) compared to other organizations in our survey (1.2%).
60%
of 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”
Customer experience consulting services
Customer experience strategy and design
Design human-centered experiences powered by data and technology. Our comprehensive experience strategy syncs your brand purpose and human insights with the right technologies to enable the enterprise.
Intelligent commerce experience
Engage across the full lifecycle of the customer relationship. Accelerate your transformation with business strategy and consulting.
Salesforce services
Unite your business around customer experience using Salesforce. We connect Salesforce’s customer-focused clouds with IBM’s industry-focused approach to seamlessly integrate data and unlock insights with AI and co-create innovation at scale.
Marketing transformation
Execute an end-to-end marketing strategy to deepen your customer engagement to increase spend and loyalty
Customer service
Deliver a better experience for agents and customers while reducing costs
Customer experience case studies
Frito-Lay
Frito-Lay modernizes e-commerce and frontline workflow tools to delight employees and consumers.
Audi
Audi UK puts innovation in the driver’s seat and brings smarter experiences to customers.
CaixaBank
CaixaBank consolidated customer service onto one platform providing employees with a solution to offer better service.
Customer experience industry applications
Retail customer experience
Use AI to transform the retail customer experience and get ahead of the pack by turning big data into personalized customer insights.
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.
Resources
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.