Customer experience consulting
Envision, design and deliver customer-centric, human-led experiences that advance your digital transformation and drive business outcomes
Overview of customer experience consulting
Reinvent your business from the inside out. Bring digital strategy, data and analytics, experience design, and platform implementation expertise to your customer experience strategy.
IBM iX® combines end-to-end business strategy with customer insights and experience design to help you establish the digital experience, employee experience and user experience that leads to total customer experience transformation.
Benefits
End-to-end customer experience capabilities
From contact center to e-commerce to sales and marketing, IBM provides CX consulting services that result in digital transformation.
Responsibly harnessed data
Artificial intelligence, data analytics, IBM Watson® and other innovative technologies help you deliver data-driven customer experiences.
With speed — at scale
IBM iX helps customers overcome cumbersome internal processes and organizational barriers to provide stellar customer engagement.
Testimonial
IBM is a good fit for organizations looking for a partner to drive both technology and business change — particularly where this involves enterprise-grade product or service design and software development.
— Douglas Hayward, International Data Corporation (IDC), 2020 Worldwide MarketScape for Customer Experience (CX) Improvement Services
Customer experience consulting services
Customer experience strategy
Successful customer experience strategies should take into account the entire customer journey, from customer engagement through issue resolution.
E-commerce experience
Engage across the full lifecycle of the customer relationship. Accelerate your transformation with business strategy and consulting.
Customer data and analytics
Uncover customer insights and create intelligent workflows by adding data science and analytics methodologies to customer experience management.
Mobile customer experience
Help your employees do their best work and also enrich your customers’ interactions with the power of IBM iX mobile experience strategy and design.
Design systems as a service
Align your business and digital experiences in order to keep pace with ever-demanding customer expectations.
Customer experience platform
We've joined forces with Adobe and Red Hat to improve customer experiences throughout the customer journey.
Customer experience case studies
Frito-Lay
Frito-Lay modernizes e-commerce and frontline workflow tools to delight employees and consumers.
Follett
IBM iX provides an integrated customer experience management platform that offers differentiated user experiences that match the dynamics and brands of each university.
State Street Global Advisors
State Street Global Advisors (SSGA) enables self-service and leverages data to offer a robust user experience while also providing measurable business insights.
Customer experience industry applications
AI for customer experience
Use AI to transform the retail customer experience and get ahead of the pack by turning big data into personalized customer insights.
Air travel customer experience
Enhance personalization in the travel industry with customer experience consulting solutions that increase ancillary revenue.
Insurance customer experience
To achieve client-centricity for better retention, a comprehensive customer experience strategy is required for people and processes.
Resources
Reinvent the customer experience
This interview discusses global customers who reinvent their customer experience through human-centered design and AI.
Elevating the insurance customer experience
Insurance has transformed from being a product that is sold to one that is bought, and the right CX drives that purchasing decision.
Enterprise design thinking courses
Enterprise design thinking courses are currently available at no cost. Learn to apply design thinking to complex teams, problems and organizations.
Related solutions
Talk to us about getting started
No matter where you are in your journey of marketing strategy transformation, we can help you build your business — by design.