EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.
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14 September 2026 | London, GB
EY named a Leader in the HFS Horizons: Customer Experience Services report, 2026
HFS Research evaluated 33 service providers and recognized EY as a leader on their ability to deliver AI-native customer experience across three Horizons of value, from functional optimization through end-to-end transformation to ecosystem-driven growth criteria.
We are pleased to be named a Horizon 3 Market Leader in the HFS Horizons: Customer Experience Services, 2026 report.
According to the report, “EY embeds generative and agentic AI to orchestrate human and machine touchpoints. The EY Studio+ practice draws from the firm’s full-firm capabilities, pairing boardroom trust from its CFO heritage with strategy, tax, legal, and supply chain reach.” Its strengths include robust Vertical platforms built on acquired design depth: EY organizes its CX go-to-market industry sector and backs it with co-built platforms such as Telecom.ai with NVIDIA and EY Nexus in financial services. An agentic platform built on EY knowledge and IP. EY is building EY.AI for Customer, an agentic platform and toolkit grounded in the firm’s knowledge, data, and IP, alongside an EY.AI solution suite spanning experience, marketing, sales, and voice. EY’s proprietary tools extend the stack, from EY Voice analytics to Experience Intelligence, an AI-twin platform launched to simulate customers for research and validation.
"EY has earned its Horizon 3 (Market Leader) placement in the HFS Horizons: Customer Experience Services, 2026 report for selling CX transformation as a C-suite growth agenda and delivering it through agentic AI. EY's consulting-led approach to transformation, backed by owned agentic IP from EY.AI for Customer to its AI-twin Experience Intelligence platform, is built for the moment AI becomes the primary customer experience layer.”
- Melissa Fersht, Executive Research Leader, HFS Research.
Source: HFS Horizons: Customer Experience Services, 2026, Melissa Fersht, Krupa KS and Jason Dann, August 2026