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 organisation and society.  

Related topics Customer Growth Consumer products and retail Consulting

The team

Jenny Young

Jenny Young

EY Oceania Market Segment Leader - Consumer

Michael Summers-Gervai

Michael Summers-Gervai

Director, Business Consulting, Ernst & Young, New Zealand

Your business challenge | Solution benefits | Solution features & functionality | Why EY | Alliance relationships

Your business challenge

Organisations 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 organisations 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, personalised 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 prioritise 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 prioritising customer experience investments targeting to “moments that matter”
  • Creating a culture that continuously iterates and improves customer experiences

 

Solution features & functionality

  • Sustainable growth and value creation

    At EY, we believe great CX, designed with empathy and purpose, creates long-term value. In the digital age, customers seek organisations 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 organisations 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
    • Organise resources, build capabilities, and implement data and tech to exceed customer expectations at scale

  • Designed with the customer at heart

    EY teams support companies in generating the right insights, designing the best experiences and making CX really happen. Organisations 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
    • Optimise dynamically at the human level  

  • A data-driven experience

    EY teams approach to customer experience helps organisations 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 personalised experiences at scale
    • An agile and non-siloed organisation 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 

Why EY

EY organisation 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:

How EY can help

Commercial excellence services

EY Commercial excellence supports organizations to create and implement customer-centric growth strategies and improve their marketing, sales and service operations. EY teams help you boost profitability and accelerate sustainable value creation through the right balance of people, technology and innovation.

Read more

Service leader

Pierre Beaufils
Pierre Beaufils

EY Global Business Consulting and Business Transformation Leader

Customer engagement

In today’s world of empowered customers, competitive advantage shifts from being purely competing over product and price to building trust. To prosper, you need to consider a customer-centric marketing model built on unwavering trust and loyalty.

Read more
Direct to Consumer

Enhance brand equity and customer loyalty with the direct-to-consumer model.

Read more
Commercial Transformation

EY’s Commercial Transformation offering can help your organization reignite growth while optimizing sales and marketing investments and returns, enabled by realistic and implementable growth strategy, advanced commercial analytics and differentiated capability deployment.

Read more

Contact us

Like what you’ve seen? Get in touch to learn more.