How shaping consumer experience can optimize growth

An experience-led consumer journey goes beyond selling, e-commerce and omnichannel. It adapts to a world where every journey is different.

Are you ready to create a consumer-led experience journey?

Connect the dots between insights and execution at scale, creating value for consumers, brands and retailers.

Let’s talk about your consumer experience

The customer experience journey is rapidly evolving from a transactional process focused simply on shopping and buying, to a model built on deep, enriching relationships at every step of the customer journey and experience. Retailers and brands must become an indispensable part of consumers’ lives. They must build a sophisticated understanding of the way consumers live, eat, shop, work and play — overall, what is consumer experience? — and use this knowledge to provide value in the right place, at the right time.

An experience-led consumer journey is no small feat. It requires a consumer-centered view of the entire business, from supply chain and operating model to content and marketing, and a technology ecosystem powered by real-time consumer data.

Retailers and brands have been given the permission to change — now, what will they do with it?

Consumers today sit at the center of overwhelming choices across countless channels. There’s too much data and not enough connection. But imagine a world in sync. Imagine consistently giving consumers what they want on terms that are right for you.

With EY, you can unleash the power of connection.

We help retailers and brands bridge data, process, technology and human interaction to uncover insights that create seamless experiences to increase conversion and drive loyalty. We help harmonize impactful marketing, transparent supply chains and personalized interactions, making it easier to turn touch points into trust points and create value that lasts.

When consumer data drives, retailers and brands win

In a tight race for customers, knowledge, insight and strategy are the engine that beats the competition

Learn more

Consumer experience

Creating customized omnichannel experiences to address customer demands and market trends

  • Employ technology as a differentiator
  • Create unified commerce platforms
  • Blend technology and people
  • Leverage data to enhance customer interactions
Wawa convenience stores and gas stations

How EY can help

  • Customer Experience

    EY Studio+ helps you deliver unique customer experience (CX), using empathy and purpose and adding lasting value to customers, your business and society.

    Read more

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How to become an integral part of your customer’s life

Companies must infuse an experience-led consumer journey throughout the entire value chain to deliver greater customer value.

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Client story

How Wawa is catering customers with new convenient offerings

▉ The challenge

How to innovate with technology to create personalized customer interactions while maintaining a commitment to convenience and personal connection.

 

▉ The solution

Understand consumer data to drive a digital transformation that connects the end-to-end customer ecosystem to create a world-class multichannel environment – offering automation and personalization.

 

▉ The outcome

A unified commerce strategy that supported associates to deliver even greater customer service, enhanced consumer experiences and fulfillment of Wawa’s company purpose.

Read the full case study

Data-led consumer Insights

Use data and customer insights to develop new revenue streams

  • Innovate product offerings to reach new markets
  • Employ data-led strategies to understand consumer behavior, needs and wants
  • Optimize consumer insights to create a differentiated consumer experience
ey-hands-cut-a-piece-of-cheese

How EY can help

Related content

Why data value exchange is important to retailers and brands

Working together, retailers and brands can create a holistic data ecosystem to create new, meaningful consumer connections.

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Client story

How a Swiss dairy co-op launched a new D2C business

▉ The challenge

Find a new market for the Mooh Co-operative product, which was experiencing challenges due to changing government policies and shifting consumer preferences.

 

▉ The solution

Research new business models and using a data-led strategy, target consumers across multiple channels through interest and behavior patterns to test concepts and prove viability.

 

▉ The outcome

The launch of a sustainable, new business contributing to 10% of profits and the growth of experience-based consumer products to further enhance loyalty and differentiation.

Read the full case study

Curating the consumer experience

 

An ecosystem approach to shaping the consumer and customer journey. Data, trust and visibility are some of the critical components needed – you don’t need to do it alone.

▉ Hover over the video and select the icon on the top-right to see the full list of video topics.

Read more on creating consumer experience

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Why consumer data is the foundation to the consumer experience

Data is a foundational strategic lever for retailers and brands to use to drive the right consumer experience, for the right consumer, at the right time.

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Retail leader Shannon Damen discusses how to create connections with customers at Athleta.

Zero-party: The next frontier in consumer data

Zero-party data helps businesses get the information they need to enhance the customer experience while respecting consumers’ privacy rights. Read more.

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The Consumer Experience team

Linda Hill

EY Global and Americas Consumer and Health Leader
Strategic leader focused on innovation. Collaborative team builder. Champion for audit quality. Client-centric problem solver. Avid reader. Ambitious hiker. Occasional middle school sports coach.
St. Louis, MO, United States

Mark Chambers

EY Americas Retail Sector Leader
EY Americas Retail Sector Leader. Global client service partner. 30+ years advising global companies, focusing on the intersection of markets, people, quality and operations.
Atlanta, GA, United States

Tony Ward

EY Experience-Led Consumer Journey Leader
Passionate about clients and their success for over 30 years. Source-to-store experience and eager to grow all client channels profitably. Golf fanatic.
Chicago, IL, United States

John Dubois

EY Americas AI Strategy Leader
Entrepreneur. Consultant. Mentor. Puts clients and colleagues first, knowing the financial results will follow.
Austin, TX, United States

Rajesh Rao

Partner, TMT Supply Chain & Sustainability Leader
Focused on helping technology, consumer electronics, internet, social commerce and software companies address critical supply chain issues and sustainability goals.
San Diego, CA, United States

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.