European Investor
21 Apr 2026, 19:17
IBM and Adobe announced an expanded collaboration to deliver AI-powered customer experience orchestration solutions, aimed at helping organizations better respond to evolving customer expectations. The initiative combines Adobe’s customer data and experience platforms with IBM’s agentic AI tools, including watsonx, to enable real-time, data-driven decision-making.
New research from IBM highlights the urgency of this approach, showing companies lose an average of $29 million annually due to slow response to customer needs, with many organizations failing to act effectively on available data.
The partnership introduces industry-specific solutions, initially targeting sectors such as airlines and healthcare, where AI-driven orchestration can improve personalization, streamline workflows, and enhance customer engagement.
IBM said the collaboration aims to bridge the gap between insight and action by integrating data, automation, and governance, enabling companies to deliver more connected and responsive customer experiences.
New research from IBM highlights the urgency of this approach, showing companies lose an average of $29 million annually due to slow response to customer needs, with many organizations failing to act effectively on available data.
The partnership introduces industry-specific solutions, initially targeting sectors such as airlines and healthcare, where AI-driven orchestration can improve personalization, streamline workflows, and enhance customer engagement.
IBM said the collaboration aims to bridge the gap between insight and action by integrating data, automation, and governance, enabling companies to deliver more connected and responsive customer experiences.