Customer experience

In Consulting

EY teams’ approach to Customer Experience (CX), rooted in empathy and purpose, helps you generate the right insights to build differentiated, high-impact customer experiences that add long-term value to the customer, your organization and society.

Your business challenge

Organizations must adapt to colliding forces to stay relevant in today’s marketplace. Emerging technologies, raised customer expectations for better experiences (regardless of sector) and shareholder push to create loyalty have forced organizations to ask the following questions:

  • How can we improve customer, employee and citizen experience to create enduring relationships and sustainable, long-term value?

  • How can we create better outcomes for our customers and stakeholders and drive purposeful growth?

  • How are we keeping up to date with, and responding to, ever-changing customer needs and expectations?

  • What are we doing to eliminate friction points for our customers and drive a more relevant, personalized experience?

  • How can we better connect employees with our business purpose and improve engagement?
  • How can we use technology and data to automate and orchestrate across all of our channels and improve customer experience?

Solution benefits

EY teams can help you drive CX transformation and rigorously design and prioritize customer experiences that set you apart in the market and drive accelerated growth. Benefits include:

  • Generating innovation across the business  

  • Finding new sources of value by prioritizing customer experience investments targeting to “moments that matter”

  • Creating a culture that continuously iterates and improves customer experiences

Solution features & functionality

The team

Laurence Buchanan

EY Global Customer & Growth Leader; CEO, EY-Seren Limited
Helping clients navigate the transformation age through human-centered design and digital transformation.
London, GBR

Pamela Delaney

EY Americas Financial Services Marketing Transformation Leader
Passionate customer advocate. Sales and marketing Excellence Executive. Former CMO. Innovation champion. Servant Leader and eternal student of life.
Boston, USA

John Dubois

EY Consumer Data & Analytics Leader
Entrepreneur. Consultant. Mentor. Puts clients and colleagues first, knowing the financial results will follow.
Austin, USA

Patrick Ruijs

EY EMEIA Customer & Growth Leader; Netherlands Consulting Business Transformation Leader; VODW Leader
Curious. Optimistic. Goes for surprising results and believes in the resilience of organizations. Embraces change.
Amsterdam, NLD

Dong-Hyun (Alex) Lee

EY Asia-Pacific Technology, Media & Telecommunications Consulting Leader; EY Korea Digital & Emerging Technologies Consulting Leader
Digital evangelist. Pursues humanity and retro vibes.
Seoul, KOR

Marc L’Huillier

EY Oceania Customer & Growth Field of Play Leader; Consumer Insights Practice Leader
Customer Strategy and Consumer Insight Expert. Transformation Leader. Thinker. Writer. Father. Rugby Enthusiast.
Melbourne, AUS

Adrian Slobin

EY Americas Customer and Growth Leader
Living at the intersection of strategy, design, and technology. Focused on purposeful growth. Long-suffering Arsenal FC fan. Avid guitarist.
Minneapolis, USA

Why EY

EY organization professionals and world-class design and engineering network can help you solve the toughest CX challenges and transform your customer experience to create long-term, sustainable value for customers, employees, the business and society.

Alliance relationships

Our Alliances and Ecosystem Relationships with the following companies help us deliver high-impact CX:

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