Kyndryl & VML partner to boost customer engagement with AI
Kyndryl Consult and VML have announced a new partnership aimed at transforming customer engagement for organisations through artificial intelligence, data, and modern infrastructure.
The collaboration combines the advisory and design services of Kyndryl Vital with VML Enterprise Solutions' expertise in customer experience to help organisations across various industries deliver personalised, secure, and scalable experiences that generate measurable business impact.
New partnership scope
Kyndryl will utilise its Consult advisory services and Vital co-creation offerings, focusing on business and infrastructure transformation, while VML Enterprise Solutions provides its experience transformation capabilities. The aim is to help customers unify the processes of design and delivery for personalised engagement with their end users.
"Customer expectations are evolving faster than ever, and to stay competitive, brands must continuously deliver meaningful, personalized experiences while navigating complex technology ecosystems," said Ismail Amla, Senior Vice President, Kyndryl Consult. "Our partnership with VML is about removing the friction that often slows down experience transformation engagement, enabling businesses to orchestrate seamless customer journeys while modernizing the data and technology infrastructure behind them."
The partnership integrates Kyndryl's engineering expertise, its AI-powered Kyndryl Bridge platform, Vital co-creation services, and capabilities in IT infrastructure and data management. VML Enterprise Solutions will provide customer experience solutions using AI-powered, real-time data and WPP Open, the AI-enabled operating system.
With both companies' networks of partners and solutions, the initiative intends to support end-to-end transformation for client organisations keen to enhance customer engagement and demonstrate clear business value.
"Our vision for the future of experiential brand engagements is clear – building memorable customer experiences that are informed by data, led by seamlessly connected teams of brilliant people, and full of new opportunities for our clients. Together, VML and Kyndryl are breaking down silos, integrating talent and services and ultimately simplifying the path that our customers will take to move from idea to proof of concept and delivery at scale," said Jeff Geheb, Global CEO of VML Enterprise Solutions.
Industry use cases
According to both companies, the partnership is designed to help clients move beyond limited proofs of concept and more effectively implement AI-driven solutions at a larger scale. The joint effort will address common challenges organisations face, such as data access, security, organisational alignment, and rising infrastructure costs.
Kyndryl Vital and VML Enterprise Solutions plan to field expert teams - composed of experience designers, AI practitioners, developers, and engineers - to drive client engagements and promote growth. Several potential use cases have already been identified.
In financial services, organisations adopting AI are often constrained by the need to secure and integrate vast amounts of enterprise data and achieve infrastructure readiness. Kyndryl Vital and VML Enterprise Solutions intend to use Kyndryl's Agentic AI Framework along with WPP Open to deploy AI agents. These agents may help financial firms better orchestrate their data to develop more comprehensive customer intelligence for personalised banking experiences.
In retail, brands face a demand for personalisation to increase customer engagement and grow wallet share. The partnership will enable retailers to leverage AI for omnichannel commerce, improve personal data security, and unify technology platforms such as order management and customer relationship management.
The companies note that the integration of back-end enterprise systems with customer-facing experiences can help distinguish market leaders from competitors. This collaboration will aim to accelerate the connection between data infrastructure and human experiences, reinforcing the shared belief that human creativity combined with technology can fuel business growth.
