Customer Experience
& Market Strategy

Assess, analyze and build strategies for your customers to address markets, marketing, sales, service and online interactions


In a massively interconnected world, businesses are prioritizing customer intimacy as never before. Globalization, combined with dramatic increases in the availability of information, has exponentially expanded customers’ options. Organizations are realizing more and more that ongoing engagement and co-creation with customers produce sustainable differentiation and profitable growth. Moreover, the information explosion has resulted in an unprecedented opportunity to develop deeper customer insights.

The right market and customer strategy can help an organization turn customers into advocates, infuse customer interactions across each channel with positive impressions of the company, and help engender a feeling of loyalty across the customer base. The IBM customer experience and market strategy consulting services can help your organization achieve its goals. Assess, analyze, and build strategies to address markets, marketing, sales, service and online interactions.

The IBM consulting offerings include the following integral components:

Business challenges

Business leaders are addressing many challenges and opportunities in today's growingly digital and dynamic world, including:


Our Business & Customer Strategy management consultants help clients achieve new and sustainable business value by formulating customer strategies, managing change, and setting direction for new transformations and customer-focused business models. Working collaboratively with clients, we provide solutions to many of the most difficult customer-facing challenges your organization is confronted with, providing expert analysis, business planning, vision development, project planning, business case creation, and ultimately linking strategy to execution in ways that build continuous improvement and success.

With experienced professionals working worldwide, the IBM Customer Experience and Market Strategy practice is part of IBM Global Business Services®, one of the world's leading management consulting practices. Working across all major sectors, IBM has inherent business expertise across more than a dozen industries. Our consultants have demonstrated experience creating value for clients, and together with our proven assets, methodology, partnerships, and research capabilities, we act as trusted business advisors to our clients worldwide.

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  • Anisha Haldar

    Anisha Haldar
    Brand Specialist - GBS

Meet the expert

  • Saul Berman

    Saul Berman

    Partner & VP, Global Innovation & Growth Leader, IBM Global Business Services