Deliver experiences and products that create more valuable relationships with consumers while improving sustainability and profitability
The value of connection
As the choices of products and channels to purchase continue to expand, brands, retailers and customers’ experiences need to be connected to be valuable.
If there is no connection from the virtual store to the contact center, or from the digital twin to the shop floor, opportunities to create deeper, valuable, differentiated relationships are left unclaimed. The power of AI is helping make these connections faster, more personal and more intelligent for your specific organization but you need to deliver the promise made to the consumer.
When fulfilling those experiences and purchases, two critical factors are reshaping retail and consumer goods operations. First, the shift toward sustainable operations is accelerating the reinvention needed to achieve the quadruple bottom line: protecting people, the planet, profit and purpose. Second, AI and open hybrid cloud technology are remaking processes that lower costs and increase resilience, improve the quality of omnichannel experiences and launch new business models to increase market share.
Create omnichannel customer experiences across existing and new channels with AI-fueled technologies to drive top and bottom-line growth and data-driven customer insight to deliver permissioned, personalized and contextual interactions that engage consumers.
Employ AI to create revenue opportunities through advanced analytics and data-driven next-action offers while speeding time to resolution on any channel. AI-fueled customer care transforms contact center operations to realize cost reductions while increasing customer satisfaction and retention.
Enhance visibility and reduce cyber risk in the end-to-end supply chain system, using technologies such as AI, threat intelligence, risk quantification and scenario planning. Use this approach to embed supply chain sustainability factors into workflows and decision making to connect profit and purpose.
Turn ambition into action by revealing the state of your organization and knowing the impact of the decisions and the changes that you make by gathering comprehensive data. Use the enhanced visibility to address regulations in transparency and responsibility and to understand the best way to integrate sustainability into long-term growth strategy.
Deliver differentiated customer experiences and more productive operations by using open, hybrid architectures, AI and large enterprise solutions. These tools can help you better grow revenue through improved cross-sell and upsell opportunities and lower operating cost through automated operations.
Reimagine product innovation and accelerate growth through generative AI, Industry 4.0, IoT connectivity, and intelligent product lifecycle management. Deliver faster time-to-market, smarter manufacturing, improved compliance, and sustainable, data-driven product experiences that enhance quality, increase agility, and differentiate brands in a competitive consumer market.
Case studies
The UK’s leading pharmacy-led health and beauty retailer measures significant growth and continues almost two centuries of innovation with help from IBM Consulting.
The “tech company that bakes” prepares for growth with integrated, ultra-efficient human resources processes to create a future-ready workforce.
British Sugar collaborated with IBM to embed generative AI and digital twin technology into its operations, significantly reducing decision-making time and raw material costs while preserving institutional knowledge for future growth.
Heineken teamed with IBM to modernize legacy systems and build a “digital backbone,” enabling massive gains in deployment speed, automation and data efficiency across global operations.
Insights
Meet our experts
Global Customer and Commerce Strategy Leader, Customer Transformation, Consulting
Global SAP Consumer Industry Leader - Distinguished Engineer - Industry Diamond
CPG Industry Partner, Consumer Industries, Center of Competence (CoC)
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