IBM® My IBM Site navigation Services & Consulting Services Learn Explore more Customer experience consulting Envision, design and deliver smarter customer experiences that earn loyalty and trust Watch the video (1:09) Assess your CX maturity 01 Benefits 02 Services 03 Case studies 04 Industries 05 Resources 06 Related solutions 07 IBM Garage Discover the virtual enterprise The ability to apply AI, automation, blockchain, IoT, 5G, cloud and quantum computing at scale has made the promise of cognitive enterprises real. Discover the emerging virtual enterprise that is bringing ecosystem partners together. Read the virtual enterprise report 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. CRM and CX leadership IBM has been named a Leader in 2021 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services. Using platforms to empower “IBM evidences a substantial focus on leveraging platforms — for example, Adobe and Salesforce — with AI, data, analytics, assets and accelerators in order to deliver something of value other than just achieving technical system changes.” Source: Gartner, May 2021 Read the report Magic Quadrant for CRM and Customer Experience Implementation Services Benefits End-to-end customer experience capabilities From sales, to marketing and e-commerce, through customer service, IBM iX provides consulting services that deliver business transformation. Learn more (828 KB) Unlock data across platforms Leverage artificial intelligence, data analytics, IBM Watson® and other innovative technologies to deliver data-driven customer experiences. Explore personalization journey With speed — at scale Together, we imagine the experiences of the future and co-create customer and employee experiences that instill trust — from discovery to purchase and beyond. Discover IBM Garage 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 and design Design human-centered experiences powered by data and technology. Our comprehensive experience strategy syncs your brand purpose and human insights with the right technologies to enable the enterprise. Find out more Read the Cannes story E-commerce experience Engage across the full lifecycle of the customer relationship. Accelerate your transformation with business strategy and consulting. Explore e-commerce services Mobile experience and app development Uncover customer insights and create intelligent workflows by adding data science and analytics methodologies to customer experience management. Discover mobile services See how Lufthansa did it 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 and unlock insights with AI and co-create innovation at scale. Discover Salesforce services Read the TAG Heuer story Adobe services Create, manage and optimize customer experiences that scale. Allow us to systematically review your current technology stack, evaluate your experience vision against platform capabilities and deliver a comprehensive reference architecture. Explore Adobe services Read the SSGA story SAP CX services We help businesses adopt a proven methodology to achieve omnichannel excellence. IBM is a leading partner for SAP, combining our leadership in experience design, industry expertise, commerce and SAP to deliver end-to-end solutions. Learn more Read Sopharma Trading story Customer experience case studies Frito-Lay Frito-Lay modernizes e-commerce and frontline workflow tools to delight employees and consumers. Read the Frito-Lay case study Audi Audi UK puts innovation in the driver’s seat and brings smarter experiences to customers. Read the full case study Watch the video (1:23) CaixaBank CaixaBank consolidated customer service onto one platform providing employees with a solution to offer better service. Find out how they did it Customer experience industry applications Retail customer experience Use AI to transform the retail customer experience and get ahead of the pack by turning big data into personalized customer insights. Learn more about retail at IBM Three retail personalization lessons Travel customer experience Enhance personalization in the travel industry with customer experience consulting solutions that increase ancillary revenue. Discover travel customer experience Insurance customer experience To achieve client-centricity for better retention, a comprehensive customer experience strategy is required for people and processes. Read about insurance customer experience Insurance companies drive CX with technology Resources Measuring the impact of contact center transformation This study from Forrester Consulting, commissioned by IBM, describes the Total Economic Impact™ that businesses can expect. Read the Forrester report The State of Salesforce: special edition Explore how the best companies use Salesforce to adapt, pivot and design more resilient businesses in response to COVID-19. Learn how businesses have evolved Personalization demystified IBM commissioned Forrester Consulting to evaluate personalization strategies and consumers’ perceptions of personalization in action. Download the study Related solutions Business consulting 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. Explore business process services IBM iX® Take a human-centered, outcomes-led approach to defining your digital strategy and delivering exceptional customer experiences to build your business, by design. Explore IBM iX Co-create with IBM Garage Ideate, build, measure, iterate and scale solutions seamlessly with our end-to-end framework of design thinking, agile and DevOps practices. Achieve speed-to-value and adopt breakthrough technologies through the partnership created with your team and a diverse set of IBM experts in business, design and technology. 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