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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
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.

Woman and man looking at laptop in a logistical environment

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.

References on this topic

Smartphone screen with teaser of the Migros sustainability hub

Best of Swiss Web Award for the Migros Sustainability Hub

GROHE X: A 360° Brand Experience

Die uvex group Website auf drei screens

The uvex group’s new D2C multi-brand store

Laptop and Smartphone-Screen with the Wienerberger website

Wienerberger

What's up?

A table with hairbrushes, beauty products and a tablet showing a shopping website

Online? Offline? Phygital! Retail shopping redefined

DAM WP

The recipe for a successful DAM project

Customer Data Platforms - worth the hype?

From strategy to design to technology – we think and work holistically.

All services
“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.

Meeting with 5 people looking at a screen together
3 people sitting on a large table in a meeting.

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

Wir verfügen über jahrzehntelange Erfahrung in deiner Branche. Sprich mit unseren Expert*innen.

man in blue grey shirt
Thomas Kaindl
Chief Customer Officer Consumer, IBM iX DACH
+43 7242 71000 707
blond woman in leather jacket
Katja Klüh
Executive Director Consumer Products and Services, IBM iX Berlin
+49 174 996 6847

IBM iX

The Experience Agency
of IBM Consulting

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