CX leaders have a material advantage at every stage of the customer journey. At EY Studio+, we start with the end user, whether they’re a consumer, citizen or client and work backwards.

Laurence Buchanan

EY Studio+ Global Leader

Helping clients navigate the transformation age through human-centered design and digital transformation.

Laurence is a Partner with Ernst & Young LLP and the EY Studio+ Global Leader.

He works with clients to help them understand and respond to the opportunities and threats posed by digital disruption and then re-imagine growth through human-centered design, innovation and business transformation.

Prior to joining EY, Laurence spent a decade at a leading global technology organization, where he was EMEA Vice President for CRM and five years with other consulting firms in practice leadership roles.

A recognized authority on digital transformation, customer experience and CRM, he has worked across a wide range of sectors, including telco media, life sciences, retail and sports.

He received an MA in History from the University of Oxford.

How Laurence is shaping the future with confidence

“I believe that digital disruption creates both untold opportunities and existential threats for clients in every industry sector. I work with EY clients to help them navigate the difficult path of re-imagining their businesses model, customer experience and end-to-end operations, in order to survive and ultimately thrive in the age of transformation.”    

Laurence’s latest thinking