The State of Salesforce: special edition

Learn how the best companies use Salesforce to engage everywhere and emerge smarter from COVID-19.

Create customer experiences that earn loyalty and trust

To exceed rising customer and employee expectations, and emerge from crisis stronger, you need insights. IBM unlocks the value of your data and responsibly applies AI to make employee workflows more efficient and customer relationships more human.

Turn your contact center into a customer experience hub

IBM designs and scales your contact center to improve engagement while reducing costs. We make your business responsive and agents productive using platforms like Salesforce, Genesys and others, combined with smart AI from IBM Watson® to make customer service adaptive and intelligent. 

Experience smarter personalization

Personalization matters, now more than ever. Explore the future of personalization, designed and delivered by IBM and Adobe. Combining IBM's business design, data and analytics expertise with Adobe solutions, including Adobe Experience Platform, we'll help you build real-time personalized experiences that foster loyalty and drive growth.

front view of a volkswagen vehicle on a road

Unite every corner of your business around your customer

IBM business designers apply design thinking to keep people at the center of your customer experience strategy. Together, we imagine the experiences of the future and co-create customer and employee experiences that instill trust — from discovery to purchase and beyond.

Solutions

Digital Business Strategy

Develop an enterprise-wide roadmap to harness exponential technologies and respond to constant market change. Unleash the power of market-making platforms and establish a new strategy for creating value — fueled by data, taking advantage of technologies at scale and leveraging the organization’s differentiating expertise and capabilities.

Business Process Services

Workflows are how things get done in an organization. Intelligent workflows are predictive, automated, agile and transparent. Learn how to combine deep expertise, exponential technologies and data to deliver greater value to customers and your enterprise.

Experience Strategy and Design

Design human-centered experiences powered by data and technology. The authentic enterprise experience is brought to life in the daily interactions your brand has with its customers, partners and employees. Our comprehensive experience strategy syncs your brand purpose and human insights with the right technologies to enable the enterprise. 

AI for Customer Service

Partner with IBM Services® to shift from a traditional call center to an omnichannel customer service experience. Empower agents and customers to resolve inquiries faster by integrating customer platforms like Salesforce and making Watson Assistant your first line of defense.

Watson Assistant

Build a full-service AI assistant platform that your customers and employees will want to use. Seamlessly automate tasks to allow your teams to focus on higher value work. Bring Watson Assistant to your data, no matter what cloud it lives on. Embed it within any channel — voice or web — and ensure you meet your customers and employees where they are.

Adobe Services

Create, manage and optimize customer experiences that scale. Don't waste your time stitching together different marketing platforms and data sets. Allow us to systematically review your current technology stack, evaluate your experience vision against platform capabilities and deliver a comprehensive reference architecture just for you.

Salesforce Services

Unite your business around customer experience using Salesforce. We connect Salesforce’s customer-focused clouds with IBM’s industry-focused approach to seamlessly integrate data, unlock insights with AI and co-create innovation at scale.

SAP CX Services

We help businesses adopt a flexible, proven methodology to achieve omnichannel excellence. IBM is a leading partner for SAP, combining our decades of leadership in experience design, industry expertise, commerce and SAP, to deliver end-to-end solutions. 

Frito-Lay North America

See how this snack-industry leader focuses on customer experiences and uses continuous innovation to drive impactful digital transformation.

Industries

Insurance

Insurance is shifting from necessity to utility. IBM is transforming how insurers serve policy holders at home, on the road and in the community.

Banking and financial markets

Deliver seamless banking experiences with data and AI insights, design thinking and fintech innovation for a new generation of customers.

Retail and consumer products

Personalization in retail builds loyalty through consistency. Explore how AI enables brands to connect with and meet rising consumer expectations.

Resources

The State of Salesforce

The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce.

IBM a Leader in IDC MarketScape for CX Improvement Services

In IDC's 2020 evaluation of 13 CX service vendors, it found IBM "a good fit for organizations looking for a partner to drive both technology and business change.”

10 minutes to a more flexible contact center

IBM uncovered a few easily digestible and impactful tips for contact center leaders as they practice their own iterative journey this year.

IBM Global Financing

During a disruption, spreading project payments over time can be an attractive way to pay for your IBM Services. Accelerate your customer and employee experiences and become a smarter business with flexible payment solutions built for your business needs.