Customer service transformation consulting
Let's create intelligent customer experiences that drive growth, build trust and loyalty
Explore four trends for unlocking the next wave of value with Salesforce.
Overview
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.
Benefits
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
Services
Service transformation strategy
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.
Contact center modernization
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.
Field service optimization
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.
Workforce performance enablement
Automate routine customer requests and enable employees with the tools, training and real-time coaching to improve performance and employee experience.
Customer service outsourcing
IBM iX offers turnkey business outsourcing models spanning people, processes and technology to help companies transform their operations, create efficiencies and elevate customer satisfaction.
Insights
Get the best of IBM in your inbox. Select from our collection of curated newsletters that deliver thought-provoking insights on emerging trends.
Case studies
Meet the experts
Strategic partnerships
Salesforce
Unlock innovation with IBM and Salesforce
As the top global strategic partner, 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.
AWS
Amazon Web Services cloud services
IBM and AWS have assembled an ecosystem of highly experienced professionals dedicated to deploying customer solutions on AWS. IBM helps you move existing workflows to the AWS cloud, develop cloud native apps and manage your AWS Cloud environment.
Microsoft Azure
Hyperscale your journey with Azure
IBM and Microsoft have a proven track record of industry firsts and innovation. Together, we have led global business transformations for large enterprises, with an in-depth portfolio of integrated services and technologies.
SAP
SAP cloud-managed services
Reduce costs and increase agility with cloud managed services for SAP applications.
Adobe
Adobe Cloud services
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.
Samsung
Samsung consulting services
IBM and Samsung have collaborated for decades. Our partnership is expanding with solutions to drive innovation, connecting Samsung’s fit for purpose and 5G-enabled devices and security with IBM digital transformation, hybrid cloud and AI expertise.
Apple
Apple consulting services
Ready your mobile workforce with Apple and IBM. When your people and data work together, you can reinvent your business.
Related solutions
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.
Footnotes
¹ MOL Group transformation
² IBM’s own transformation