Orchestrate AI to turn customer intent into relevant experiences and fulfilled promises, creating more value with every interaction
Overview
AI-driven customer experience transformation
IBM Consulting® helps enterprises improve customer experience and front-office performance. Using AI-powered customer experience strategy, experience design, data and workflow orchestration, automation and operating model transformation, it addresses fragmented data, disconnected marketing, sales, commerce and service teams and inconsistent customer journeys.
IBM Consulting designs and deploys cutting-edge front-office solutions across complex value chains, aligning operating models to turn customer experience strategy into a lasting competitive advantage. We orchestrate end-to-end, customer-centric experiences at speed, continuously optimize performance and ensure new ways of working scale and stick.
34%
Only 34% of the customer data organizations collect today is used for customer experience decisions
38%
38% lift in customer lifetime value reported by organizations that pair AI-fueled responsiveness with clear governance
Use cases
Set your CX strategy
Design and build connected customer experiences
Front-office transformation and optimization
Transform customer experience at scale
We assess your customer experience across marketing, sales, commerce and service to identify friction, data gaps and growth opportunities. We pinpoint where AI, automation and smarter workflows can increase conversion, reduce cost-to-serve and strengthen customer loyalty.
We design and build seamless customer experiences across the front office. We combine industry expertise, engineering and composable, AI-ready platforms to connect data and workflows, enabling faster launches, better personalization and higher business impact.
Continuously improve customer engagement and performance with real-time customer feedback, analytics and experimentation. We help teams adopt AI-enabled processes and new ways of working so customer-centric improvements scale across the organization.
Our approach and methodology for CX
- IBM Consulting Advantage
- IBM Experience Orchestrator
- Industry expertise
- AI for security
- IBM Garage Experience
Innovation delivery that turns ideas into outcomes at speed and scale
IBM Consulting Advantage is IBM Consulting’s AI-powered delivery platform that transforms how our people and AI work together to deliver innovation at scale. By combining deep consulting expertise, industry knowledge, reusable assets, and intelligent workflows, it helps our teams move from ideas to implemented outcomes, faster and at scale.
Launch sovereign digital experiences faster
An open source development and orchestration framework that transforms how businesses design, develop and manage exceptional customer experiences. Built on a scalable, composable architecture, it streamlines journey creation using microservices, reusable assets and data-mapping capabilities.
Industry consulting expertise for business transformation
Our consultants understand the unique challenges, regulations and market dynamics shaping various industries. A deep understanding of fields such as financial services, healthcare, retail, telecommunications and public sector, enables us to design solutions that address specific business needs while meeting evolving customer expectations.
By bringing together industry knowledge, AI, data, experience design and technology, we help clients connect marketing, sales, commerce and service into seamless customer journeys. The results help us deliver more personalized interactions, greater operational efficiency and measurable business outcomes.
Proactive defense through AI‑driven autonomous operations
IBM Consulting delivers autonomous security through an integrated, AI-native operating model designed to strengthen cyber resilience and adapt as risks evolve. It brings together 3 agent families—Autonomous Risk Governance Orchestrator (ARGO), Autonomous Defense Agents (ADA) and Autonomous Threat Operations Machine (ATOM). These agents work in a continuous cycle to identify risk, strengthen defenses and respond to threats, helping organizations reduce risk exposure, attack surface and response time while keeping security aligned with business needs.
A comprehensive workflow and governance platform that ensures a consistent application of the IBM Garage® methodology for digital transformation projects. It uses gen AI to prioritize, align and track critical transformation initiatives to maximize outcomes.
Case studies
Client results: Customer experience transformation stories
Partners
Our CX strategic ecosystem
Adobe
With more than 20 years as an Adobe consulting partner, IBM helps clients design and deliver personalized, content-rich experiences that strengthen customer loyalty and trust.
insights
Featured customer experience research
Meet our experts
Rich Berkman
VP and Senior Partner, Global Customer and Commerce Offering Leader
Billy Seabrook
Senior Partner, Global Chief Design Officer, Experience Strategy and Design Offering Leader
Rosane Giovis
Customer Service Transformation and Operations Offering Leader
Shantha Farris
Global Customer and Commerce Strategy Leader, Customer Transformation