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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Customer Experience
The EY Studio+ 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.
Impactful moments that matter
Identify and elevate key customer interactions that drive loyalty, retention and long-term business value.
Continuous innovation
Enable agile, customer-centric improvements that evolve experiences to meet changing needs and market expectations.
Human-centered design
Apply design thinking rooted in empathy to craft personalized, intuitive and impactful customer experiences.
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 features and functionality
Why EY Studio+
EY Studio+ 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 Adobe, Microsoft, Pegasystems, SAP, ServiceNow and Qualtrics help us deliver high-impact CX.
Our latest thinking
Why CPG companies can no longer delay adopting agentic commerce
Explore how agentic commerce is reshaping the retail market and consumer packaged goods with AI-driven growth, higher margins, faster decisions and scale.
Why customer experience is the new battleground in Indian banking
Indian banking CX is at a turning point, where empathetic and predictive, phygital experiences now define customer loyalty and growth.
How India GCCs are driving core retail and CPG value
In this EY India insights episode, we explore how India based GCCs in retail and consumer products are evolving beyond cost efficiency to drive strategic value.
18m 17s
How Ford is advancing accounts receivable operations through AI
How Ford transformed accounts receivable using AI-led automation, real-time dashboards and calibrated customer engagement to improve efficiency and cash flow.
Why brands in India are turning to experiential marketing
Experiential marketing is becoming a core growth strategy in India as brands respond to changing consumer preferences through live and immersive experiences.
Inside the life sciences CFO playbook
Jubilant Ingrevia’s CFO shares how the finance function uses data and AI to improve pricing, forecasting and decision-making in a regulated, tech-driven environment.
16m 23s
How intelligent order management can help companies stay competitive
Listen to our latest podcast on how intelligent order management powered by AI and automation boosts availability, cuts costs and builds competitive, future-ready supply chains.
8m 47s
Finance at the heart of retail transformation
Learn why finance transformation is essential to retail growth, how leading organizations drive finance transformation, and the future shaped by finance transformation.
18m 14s
How India GCCs are powering core industry processes in Retail and CPG sector
India’s GCCs are powering global Retail and CPG brands through AI, analytics, merchandizing, marketing, customer service and store operations transformation.
How intelligent order management strengthens consumer goods supply chains
AI-driven intelligent order management helps consumer goods companies boost availability, cut costs, and improve delivery accuracy amid complex, volatile supply chains.
Digital customer onboarding: The next leap in BFSI customer onboarding
Discover how Indian banks can use digital onboarding and Gen AI to deliver faster, trusted, and personalized banking experiences for the next generation.
How Agentic AI can transform industries by 2028
Agentic AI: Transforming industries by 2028 with autonomous decision-making, improved efficiency, and ethical frameworks. Learn how it’s reshaping businesses.
Changing consumer preferences: Driving potential for the highest growth sector globally
India's CPR sector to grow, driven by digital innovation, e-commerce, and eco-conscious consumer demand, focusing on personalized shopping. Learn more.
How much productivity can GenAI unlock in India? The AIdea of India 2025
Explore AIdea of India 2025 to find out how Gen AI is transforming industries, boosting productivity & reshaping India’s digital economy with innovation.
AIdea 2025 report - Industries in transformation: Retail, consumer, and e-commerce
GenAI is transforming India’s retail, consumer, and e-commerce sectors, driving 35%–37% productivity gains by 2030 through AI-powered growth & engagement.
AI at the helm; understanding marketing’s next frontier
Discover generative AI's transformative role in marketing, enhancing creativity and revolutionizing customer service in our latest podcast.
34m 10s
How India's consumer durables industry can foster global leadership by 2030
India’s consumer durables industry targets global leadership by 2030, powered by innovation, high quality, & strategic partnerships to expand market reach.
How EY can help
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EY Customer Service and Sales Acceleration Suite can help your business unify fragmented customer processes into a single, intelligent system.
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Accelerate revenue, drive transformative experiences and realize operational efficiency with Customer and Growth Services.
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Discover how EY's customer engagement services can help your business improve sales & service productivity as well as maximize return on marketing spend.
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EY’s Direct to Consumer for Consumer Products, can help your business meet the changing needs of consumers. Find out how.
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EY Commercial Transformation offerings help businesses reignite growth by optimizing sales, marketing ROI, & deploying strategy, analytics, & capabilities.
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