Customer service transformation consulting
Let's create intelligent customer experiences that drive growth, build trust and loyalty
Let's create intelligent customer experiences that drive growth, build trust and loyalty
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Faced with elevated customer expectations and rising operational costs, companies are increasingly challenged to modernize their service model. IBM iX helps companies with customer service transformation by empowering their employees, delighting their customers and unlocking new revenue streams with strategic and responsive contact centers and streamlined field and front-line service strategies, re-engineering processes and adapting technology to support any customer from anywhere, at any time.
15-30%
average uplift in revenue through enhanced digital engagement¹
>20%
increase in customer satisfaction levels, higher than competitors¹
26%
reduced resolution time with question assistant and cognitive case routing²
58%
containment rate through Watson virtual assistants¹
Create a digital-first system of engagement with a seamless, 360-degree view of your customer across service, sales and marketing to transform operations, drive growth and improve satisfaction.
Serve more customers more quickly and consistently in their channel-of-choice with self-service features enabled by chat bots, virtual and voice assistance, supported by automation in the cloud.
Monetize field service, while maintaining speed and productivity, by adopting AI-driven insights and technologies that enable frictionless buying and maintenance to reduce unplanned downtime and service costs.
Automate routine customer requests and enable employees with the tools, training and real-time coaching to improve performance and employee experience.
IBM iX offers turnkey business outsourcing models spanning people, processes and technology to help companies transform their operations, create efficiencies and elevate customer satisfaction.
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¹ MOL Group transformation
² IBM’s own transformation