Customer experience

At EY, we believe great CX, designed with empathy and purpose, creates long-term value. In the digital age, customers seek organizations that understand their behavior based on human needs and data — not data alone. Focusing on purpose and sustainable value creation, rather than growth at any cost, helps organizations create enduring relationships with their customers and employees.    

• Understand customer needs and behavior, identify pain points, and predict impact on customer value and business outcomes
• Ideate, prototype, and test new experiences to meet and exceed customer expectations and generate positive business impact
• Implement and iterate on new experiences
• Organize resources, build capabilities, and implement data and tech to exceed customer expectations at scale

EY teams support companies in generating the right insights, designing the best experiences and making CX really happen. Organizations can then make the leap from a product/service- focus to a customer- focus by building an exceptional experience matched to customer preferences and perceptions of value.

• Help deliver the right “thing” at the right moment
• Connect the full customer journey and make it relevant
• Anticipate needs and reduce friction
• Shift from campaigns to relationships
• Optimize dynamically at the human level

EY teams approach to customer experience helps organizations deliver superior experiences and stay relevant by focusing on the following six dimensions:

• A clear vision with key performance indicators (KPIs), embraced by all teams to create focus, consistency and priorities
• High-quality data capture and usage to understand people and pain points and to deliver relevant interactions
• A modern and flexible tech stack enabling seamless and personalized experiences at scale
• An agile and non-siloed organization that allows for effective collaboration and quick changes
• A human-centered mindset and culture, where customers come first everywhere, from products to brand marketing and aftersales
• Future proof skills (e.g., UX, service design, data science) that allow for easy, effective and memorable experiences