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Retail & Consumer Goods

Consumers today want it all: holistic shopping experiences across all channels, personalised offers and sustainability.

At IBM iX, we develop and orchestrate digital customer experiences end2end. Thanks to our deep industry expertise, we know the specific challenges of companies and customers in the Retail and Consumer Goods industry.

Our services for the industry

Digital Experience: Turning customers
and employees into fans

Woman shopping phone in hand

Winning over green shoppers with Responsible Retail

Buyer groups of all ages, the government and other stakeholders are demanding that manufacturers, retailers and companies be transparent about their sustainability strategies throughout the supply chain.

 

With the use of AI and automation, global retailers are already creating more targeted assortments and reducing product waste. We can help you plan and implement your sustainability strategy.

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Experience strategies unite customers and employees

We think that customer and employee experience strategies should be combined in the sense of a total experience across all digital interactions.

 

We implement flexible system landscapes and the latest technologies that enable the networking of customer and employee touchpoints. At the same time, we analyse and optimise the performance of these touchpoints and develop customised solutions.

Woman reaching in the air with a VR glasses

More than a way to shop: The future is “phygital”

According to the IBM Institute for Business Value, hybrid shopping is the most important purchasing method for 27 % of consumers and 36 % of Generation Z. Customers create their own shopping experiences and switch flexibly between online and stationary shopping in the sense of a “phygital experience”.

 

We implement Customer Data Platforms from leading software providers that give you real-time customer information and help optimise the customer experience holistically through hybrid experiences.

Woman in kitchen looking at mobile phone

Unlocking new potential with Social Commerce

Social networks are the digital shopping miles of people between the ages of 16- to 30. According to Elaine Parr, IBM Consumer Goods Industry Leader, global social commerce sales are estimated to reach $600 billion by 2027.

 

Here, the entire shopping experience takes place seamlessly in the same place, on one platform, and in the shortest possible time. Personalisation, up-to-date data, and technologies such as automation help to accelerate the consumer journey with smart bounces, creating true consumer moments.

From a single source: Seamless Customer
and Employee Experience

“Direct to Consumer” Strategies

D2C is more than just an additional sales channel and has implications for the entire company organisation. We think holistic strategies for the expansion of your direct sales at all points of sale.

Omnichannel Strategies

Do you want to offer your customers a seamless, consistent customer experience across all channels? We help you integrate the most modern and flexible eCommerce technologies into your IT infrastructure.

Sustainability Strategies

“For 51% of CEOs, sustainability is now the biggest business challenge.” We partner with you to develop a long-term, customised plan to achieve your sustainability goals.

Technical Advisory

Thanks to long-standing tech partnerships in the areas of experience, sales, CRM and commerce, we have the expertise and appropriate technological solutions to transform your business.

Digital Experience Platforms (DXP)

Digital Experience Platforms help to offer a new level of personalisation and interaction. Thanks to our world-leading tech partners, we can implement the best technologies and software right away.

Customer Data Platform (CDP)

Hyper-personalisation and the merging of data silos are the basis for unique customer experiences. We support you in the implementation of state-of-the-art Customer Data Platforms.

Digital Asset Management (DAM)

Today, it is crucial to be able to use existing digital media quickly and flexibly. Based on your specific use cases, we implement the appropriate DAM system.

The IBM Consumer Lab

As part of the Power of Demand initiative, we opened the IBM Consumer Lab in the IBM iX Studio Dusseldorf to drive the consumer & retail industry into the future. The IBM Consumer Lab is a physical collaboration space, where we explore the latest retail and cross-industry trends, share success stories and learnings with selected clients, ecosystem partners, and colleagues.

Explore the key takeaways of the official opening and learn more about upcoming events and meetups at the new place to be for the retail and consumer sector.

Women speaking on stage flodded in purple and blue

Watch the highlights of the exclusive opening event on 9 November 2023 in Dusseldorf

Events in the IBM Consumer Lab

Runway to Trust – The IBM iX Beauty & Fashion Event

10 October 2024, 4.30 – 10 pm
IBM iX Studio Dusseldorf

Learn more

AI Unleashed: Transforming Media & Entertainment

25. September 2024, 09.30 – 17.00 Uhr
IBM iX Studio Düsseldorf

See event
Plange Muehle Dusseldorf

Official Opening 2023: IBM Consumer Lab

09 November 2023, 5 – 10 pm
IBM iX Studio Dusseldorf

See event

Sign up for the newsletter to stay updated on future events

Your point of contact for the Consumer Lab

Franziska Dieker
Sales Marketing Manager
Picture of IX Studio Düsseldorf
IBM iX Studio Dusseldorf
Plange Mühle 1, 40221 Dusseldorf

Entering new dimensions of the digital experience with IBM iX

Retailers, brands and consumer goods companies are facing new market dynamics and consumer expectations. We believe that companies should be focused in this environment and use technology as a differentiator to enable customers to shape their own shopping journey. This starts with understanding what customers really want – to a holistic, consistent experience across all channels. With our many years of expertise from numerous projects, the global footprint of IBM Consulting and the tech power of IBM, we accompany you in making shopping a sustainable experience and your own business more resilient.

Further links and information

IBM Institute for Business Value
IBM Branchen Retail
IBM Branchen Konsumgüter

Revolutionize retail with AI everywhere

Read the new IBM IBM Consumer Study 2024 for the latest research insights.

See report

Shared success stories in
the retail sector

Personalized storefront landing pages for a global sportswear retailer

Learn more
Alles.Auto

Digitally transforming dealerships with a new e-commerce platform

Learn more

METRO becomes a MarTech pioneer

Learn more
Die uvex group Website auf drei screens

The uvex group’s new D2C multi-brand store

Learn more
Smartphone screen with teaser of the Migros sustainability hub

Making it easy together: New sustainability hub for Migros

Learn more
Woman doing sports and wearing a Tag Heuer watch

Tag Heuer: Confronting disruptions with a digital engagement engine

Learn more
Desktop-Screen showing the Migros Website

A consistent digital experience for Migros

Learn more

Our latest resources
for the retail industry

E-Commerce
Blog article

5 essential retail strategies to future-proof your business

Learn more
Graphic design of a white sneaker with abstract shapes and lines on a multicolored background next to a picture of a smiling woman.
Adobe
Content Supply Chain
Digital marketing
Blog article

Unlocking personalised campaigns in the retail industry

Learn more
A table with hairbrushes, beauty products and a tablet showing a shopping website
Customer experience
Blog article

Online? Offline? Phygital! Retail shopping redefined

Learn more

Ready to transform
your business?

We have decades of experience in the retail sector. Talk to our experts.

man in blue grey shirt
Thomas Kaindl
Chief Customer Officer Consumer, IBM iX DACH
+43 7242 71000 707
Christian Miething
Associate Director Retail & Consumer Goods, IBM iX Berlin
+49 172 9909202

IBM iX

The Experience Agency
of IBM Consulting

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