Customer

In today’s world of empowered customers, competitive advantage comes through building trust. 

Featured Thinking

In the permission economy, who earns the right to act?

Laurence Buchanan 19 Jun 2026
Father and son looking at shopping list in smart phone while buying groceries in supermarket

Powering next-gen services with AI in regulated industries 

Agentic AI advancements will shift investment to agentic experiences, but keeping humans at the center of customer experience transformation will be critical. Our research with MIT Technology Review explores this pivotal shift in regulated industries. 

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Illustration showing concept of company strategy

From AI to AX: empathy demand in the next generation of AI-powered services

In the latest edition of Human Signals, we reveal how understanding biases for human interaction can shape the future of customer service. Discover insights on co-creating AI models that address consumer empathy demands, like transparency and control, when stakes are high.

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Young woman using digital table

Our latest thinking

As AI moves from advice to authority, who defines its limits?

Find out how the use of AI is shifting from assistive to autonomous, led by the choices of everyday people.

Joe Depa + 1

Rethink customer experience as human experience

Technology is defining customer experience but differentiation comes from connecting to what is essentially human. Learn how you can differentiate.

Laurence Buchanan + 1

How to reach the independent consumer: the art of persuasion

See how consumer products companies and retailers are finding better ways to influence and engage the independent customer.

EY Global

EY Future Consumer Index: when talk turns into action, be set for change

Climate change is becoming a growing reality for people around the world, and disrupting ingrained consumption habits. Learn more.

If you could meet tomorrow’s consumers today, what would you ask?

Using generative AI personas to bring to life tomorrow’s consumers today, we’re helping businesses shape preferable futures and stay relevant. Find out more.

How EY can help

The Team

Laurence Buchanan

EY Studio+ Global Leader
Helping clients navigate the transformation age through human-centered design and digital transformation.
London, United Kingdom

Duncan Avis

EY Studio+ Americas Leader; EY Studio+ Global Marketing Transformation Solution Leader
Trusted advisor, helping executives through complex transformations. Focused on value and outcomes balanced with the need to build the right culture for sustainable success.
Tysons, VA, United States

Helen Bentley

EY Studio+ Global Digital Strategy, Innovation and Experience Leader
Driver of digital transformation and innovation. Creative and strategic thinker. Neurodiversity champion. Adventure sports and improvisational comedy enthusiast.
London, United Kingdom

Peter Neufeld

EY Studio+ Global Financial Services Leader
Experienced design executive. Service design champion. AX transformation leader.
London, United Kingdom

EY Global

Multidisciplinary professional services organization
 

Lisa Lindström

EY Nordics Business Reinvention Leader
Co-founder of Doberman, now part of EY Studio+. Known for unorthodox methods for design, digitalization, customer experience, and innovation. A true change-maker.
Stockholm, Sweden

Patrick Ruijs

EY Studio+ Netherlands Leader
Curious. Optimistic. Goes for surprising results and believes in the resilience of organizations. Embraces change.
Amsterdam, Netherlands

Fabio Dotti

EY EMEIA Business Transformation Leader
Basketball and sports lover. Modern art collector. Traveler.
Milano, Italy
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