Customer service transformation consulting
Let's create intelligent customer experiences that drive growth, build trust and loyalty
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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
Salesforce is helping us automate processes, centralize information and collaborate in real time.
– Prakash Kota, CIO, Autodesk
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
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Case studies
Resources
How to support agents during a contact center transformation
As more companies embark on journeys to digitally transform their contact centers, learn how to support your employees during a digital transformation project.
Recession ready: Leveraging smarter contact centers
By combining artificial intelligence with omnichannel contact centers to mitigate risk and improve the customer experience, banks can bring their loss mitigation practices into 2020 and be prepared for a financial crisis.
7 characteristics of a great chatbot
Deploy a virtual agent with these best practices in mind, designed with attributes and functionality to have the broadest impact on both your business costs and customer experiences.
Empower your agents with AI
Business continuity and cost management have never been more challenging. Watch this webcast to hear how the best companies scale AI to help with call deflection, case management and agent support.
The State of Salesforce
The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce. We share trends and insights across sales, service, marketing, commerce and IT.
Related solutions
Talk to us about getting started
Our expertise across products, services, and industries will deliver tangible results to your contact center, while elevating your customer and employee experiences.