Kyndryl: Leading the Future of CX Through Hybrid IT Integration
In today’s digital-first era, customer experience (CX) defines success. Every interaction, delay, or downtime directly affects brand perception. Therefore, companies must modernize their IT ecosystems to meet rising consumer expectations. Kyndryl, a global leader in enterprise technology services, is making this transformation possible. Recently, the company earned the title of Leader in the IDC MarketScape: Worldwide Hybrid IT Consulting and Integration Services 2025 Vendor Assessment.
This recognition comes as no surprise. Kyndryl’s blend of deep technical expertise, customer-centric approach, and global scale aligns perfectly with modern CX needs.
Why Hybrid IT Matters for CX
As organizations grow, so does their IT complexity. Hybrid IT—where cloud and traditional infrastructure coexist—has become essential. However, managing such an environment can be challenging. This is where Kyndryl steps in.
By integrating hybrid IT systems, Kyndryl helps businesses deliver seamless, fast, and consistent experiences to their customers. In fact, companies that modernize their IT infrastructure experience greater agility, faster deployment, and enhanced compliance—key pillars of superior CX.
IDC’s Validation of Kyndryl’s Leadership
The IDC MarketScape report evaluated twelve global service providers. It recognized Kyndryl for its strengths in:
- Business and IT experience spanning over 30 years
- Strong methodologies and best practices
- Deep understanding of customer objectives
- High customer satisfaction levels
According to Leslie Rosenberg, Vice President at IDC, Kyndryl’s insights across IT estates and its ability to align with business goals received favorable ratings. These capabilities directly translate into improved agility, reduced time to market, and better compliance for customers—all of which are central to strong CX.
Driving CX through Intelligent IT Integration
To enhance CX, technology must do more than work—it must work intelligently. Kyndryl enables this through:
- AI-powered automation that reduces manual effort
- Real-time visibility across systems and processes
- Scalable modernization strategies tailored to each business
Every tool and tactic is built to support better customer outcomes. When systems run smoothly and insights flow freely, customer-facing teams can operate at their best. This empowers brands to deliver faster responses, more personalized interactions, and fewer service disruptions.
Customer Feedback Reflects Real Impact
Customer testimonials included in the IDC study offer real-world proof. One Kyndryl client said:
“Recommendations are based on deep understanding of our business through weekly meetings.”
Another praised Kyndryl for being:
“Progressive, reliable, modern, and efficient.”
These qualities matter more than ever. In an era of shrinking patience and growing expectations, reliability and relevance are key to CX success.
Supporting Organizations Through Complexity
As digital transformation accelerates, organizations struggle to modernize quickly and effectively. Kyndryl meets this challenge head-on. With thousands of experts across more than 60 countries, the company offers tailored support at every stage—from consultation to execution.
According to Nicolas Sekkaki, Global Cloud Practice Leader at Kyndryl:
“As the growing complexity of technology environments hinders modernization, organizations increasingly need support in transforming their IT.”
“With our deep expertise and skilled professionals, we help customers drive better business outcomes from their hybrid IT environments.”
This commitment to results makes Kyndryl not just a service provider, but a true transformation partner.
The CX-Technology Link: Stronger Than Ever
What does all this mean for customer experience?
- Faster deployments mean products and services reach customers sooner.
- Better agility means companies can respond quickly to market shifts.
- Greater compliance and security build trust and transparency.
- Automated processes reduce friction for both customers and employees.
By aligning technology with business goals, Kyndryl ensures that customers receive consistent, meaningful, and delightful experiences—regardless of channel or context.
Looking Ahead: What This Recognition Means
Being named a Leader by IDC is more than a badge. It validates Kyndryl’s long-term vision and dedication to innovation. It also affirms the company’s growing influence in shaping next-generation IT strategies that directly improve CX.
Organizations can no longer treat IT modernization as optional. It is a strategic imperative that directly impacts customer satisfaction, retention, and brand value.
Final Thoughts
Kyndryl’s leadership in hybrid IT consulting and integration services signals a shift. Companies can now move from legacy inefficiencies to intelligent, agile operations. In doing so, they can unlock the full potential of customer experience.
By bridging the gap between complex IT environments and seamless customer interactions, Kyndryl not only modernizes technology—it redefines how businesses connect with their audiences.
About Kyndryl
Kyndryl (NYSE: KD) is the world’s largest IT infrastructure services provider. The company offers advisory, implementation, and managed services to thousands of customers in 60+ countries. Learn more at www.kyndryl.com.
About IDC MarketScape
The IDC MarketScape provides in-depth vendor analysis using both qualitative and quantitative assessments. It offers buyers a clear view of vendor strengths and weaknesses to make informed decisions. Visit www.idc.com for more information.
