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.

The consumer experience 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. 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 – 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.

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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


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

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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


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


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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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Positioning for growth

Where, when and how to invest are important decisions to create long-term growth and personalization that matters.

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Value matters to the consumer; retailers and brands need to leverage data to create value.

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