Customer experience in retail

Consumers are adjusting to new shopping habits due to the current pandemic while still expecting superior retail customer experiences. Retailers need the agility to be able to respond in real-time to any type of disruption they are managing including unanticipated consumer behavior, increased demand and a heightened awareness of sustainability. With hybrid cloud and AI, we can help you develop an omnichannel strategy to manage the complexity, build customer loyalty and innovate for the future of the retail industry.

Retail customer experience case studies

Groupe Casino

Reimagines the store experience with IBM technology for today’s tech-savvy consumers.


Utilizes IBM Garage™ to bring sustainable fashion retail brands forward with


Using AI and weather data to build personalized experiences for today's DIYers.

Retail customer experience solutions

Deliver smarter retail customer experiences at scale

Disruption can come from anywhere. Whether mortar stores or e-commerce, retailers need to respond with agility and at scale, keeping operations running across all channels for healthy retail sales.

Offer exceptional omnichannel customer engagements

Customer feedback highlights high expectations of seamless experiences across all brand interactions - from self-service online retail touch points to physical stores.

Enhance business with an innovative customer experience strategy

Assess and modernize your infrastructure to gain new customers, from e-commerce to kiosks to retail stores, for optimal experiences while leveraging existing investments.


COVID-19 Consumer Survey

The coronavirus pandemic is changing the way people work, learn, shop, and interact. See how to increase customer satisfaction and make sure your voice is heard.

Holiday shopping trends

See what this year's holiday customer journey might look like in the shadow of a pandemic.

IBM iX + Unilever

Blockchain and the IBM Advertising Consortium provide a single source of truth in systems and processes.

Get the best of IBM in your inbox

Subscribe to curated newsletters for the latest in technology, business and thought leadership.