Experience design drives business success

In a time of widespread digital reinvention, customer experience will determine the winners and losers of tomorrow. Quality experiences are based on empathy, analytics, and the right technology to engage customers and employees in meaningful ways, everywhere they are. With the power of cognitive computing, experiences can learn and adapt to individuals’ dynamic needs, so interactions are always relevant and personalized.

Mobile experiences transform industries and empower individuals

Mobile transforms both customer interactions and how employees work, bridging the gap between physical and digital. Are you thinking big about mobile’s role in your experience design?

The experience revolution: New teams, new rules

Explore the impact customer experience reinvention is having on organizations.

Reimagine customer experiences with IBM Watson

The cognitive era has brought us computers that understand, reason, and learn. By harnessing cognitive capabilities, we can engage, discover, explore, and decide as never before.

See great customer experiences in action

A cognitive slam dunk

Analytics technology and interactive touch screens transform the Toronto Raptor’s talent evaluation.

A new relationship between car and driver

Take a drive with IBM Watson on a virtual tour that outsmarts the road ahead.

Mobile banking reinvented

IBM iX and Nationwide use IBM Design Thinking to design a simple, stylish and powerful banking app.

Watch The Masters from the green

IBM iX brings fans closer than ever to the beauty and excitement of the Masters Tournament.

Make matching colors a snap

With ColorSnap® Visualizer from Sherwin-Williams, take real-world colors and turn them into paint-color swatches right on your smartphone.

Explore the possibilities with IBM iX

IBM iX is a next-generation experience design, digital and cognitive consultancy. We help clients envision what’s possible and transform how they engage with their customers and stakeholders. Visit IBM iX.

Take advantage of a consultation with an IBM iX expert to see how you can reimagine your customer experience.

*subject to qualifications

Meet some of our talented team

Lorna Feeney
Creative Lead, North America

Lorna Feeney

Lorna Feeney embraced the possibilities of the Internet in its nascent stages, making her mark in 1995 as a founding writer of GirlsonFilm.com while she pursued an MFA from School of Visual Arts. What started as a cheeky, DIY site with an unconventional approach to film reviews quickly grew into a pop culture phenomenon, garnering rave reviews from the LA Times, People and more, eventually leading to its acquisition by Oxygen Media.

That early experience ignited Lorna’s passion for digital marketing and design. From boutique firms to global advertising agencies, she has led creative projects for clients like American Express, Comedy Central, Gilt Groupe, Janus Capital, CapGemini and Citibank, as well as Estée Lauder and many Proctor & Gamble brands. Along the way, she honed her chops delving into the start-up scene, designing and launching products for some of the top players in Silicon Alley.

At IBM Interactive Experience (iX), Lorna is on a mission to reinvent the way consumers experience brands, guiding design teams as they leverage the unparalleled power and scale of IBM's analytics and cognitive computing capabilities to design sophisticated, fully integrated and end-to-end brand experiences.


Scott Lieberman
Customer Engagement & Design Practice Leader, North America

Scott Lieberman

Scott Lieberman is a Customer Engagement & Design Practice Leader with IBM, and leads the Financial Services Interactive Experience practice. Scott’s clients include leading banks, payments firms, wealth managers, and insurers. Scott has over 17 years experience helping clients capitalize on innovation and growth opportunities by building connections with customers through customer strategy, experience design, mobile, real-time marketing, customer analytics, marketing operations improvement, and cognitive solutions.

Scott has personally advised 10 Chief Marketing Officers and their teams. He is a principal author of the Customer Focused Enterprise methodology for customer strategy; and Unlocking Customer Advocacy in Retail Banking, which was recognized by CNN, BusinessWeek and Forrester Research.

Scott holds a B.S. in Business Administration from Boston University School of Management and resides in New York City.


Paul Papas
Global Leader

Paul Papas

Paul is Global Leader for IBM iX, a next generation services firm. He leads a global network helping clients to solve real-world problems in a complex digital environment.Paul’s team of business strategists, creative directors and designers, data scientists, customer experience researchers from IBM Research, and technology specialists are all skilled in the latest digital, mobile, social, analytics, wearable, and cloud technologies.

Central to Paul’s mission is the global network of IBM iX Studios, pioneering a new way to work with clients and co-create solutions through shared expertise. Within these hubs of innovation, C-suite executives are guided along a path of digital transformation and customer experience. It’s a model of collaboration that removes barriers, mines insights, assesses best practices, and ultimately, executes projects driven by customer-centric thinking. The results underscore Paul’s open and directed approach to help clients get to the future faster.

He is a frequent public speaker and blogger on the increasing convergence of the physical and digital worlds, customer experience, and digital transformation. In 2013, CRM Magazine named him “King of Commerce” in its ranking of top CRM Influential Leaders.

Before joining IBM in 2002, Paul was a Partner at PriceWaterhouseCoopers in addition to a variety of leadership roles throughout 25 years in the industry. He lives in New York City.


Warren Tomlin
Global Mobile Leader

Warren Tomlin

Warren is an IBM Partner and leads the IBM iX team in Canada. His razor focus for developing next-generation capabilities is the result of more than 20 years experience in strategy, innovation, product development and online marketing. He is master of integrating these capabilities with leading design to create differentiated customer experiences that drive growth.

Recognized as one of Marketing Magazine's 100 Thought Leaders, Warren also leads IBM’s growing network of North American Studios. Located in New York, Chicago, Atlanta, Boston and Toronto, the studios guide clients to co-create new and personalized models of engagement with data and design and by leveraging mobile, interactive, web/portal, kiosk, social, contact centre and cloud technologies. As an authority on mobile, Warren drives strategy across all lines of business for Canada.

Before joining IBM, Warren headed a global digital consulting practice and also led one of North America’s top interactive agencies. He speaks regularly on a broad range of innovation topics and has presented with astronaut Chris Hadfield and author Malcolm Gladwell. He has delivered keynotes at the Intel Developer Forum, Digital Hollywood and the Consumer Electronics Show in Las Vegas and he is a regular IBM contributor to Canada AM. You can also follow his byline in The Globe and Mail.

Warren earned an MBA from Queen’s School of Business at Kingston and brings an exceptional energy and passion to fostering innovation in an international marketing community, at the frontier of exciting change.


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