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CEO agenda

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Read more Read less Services\r\n"}}" id="rich-text-9f7cf53ef097" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Services Read more Read less EY helps clients create long-term value for all stakeholders. Enabled by data and technology, our services and solutions provide trust through assurance and help clients transform, grow and operate.

\r\n"}}" id="rich-text-17a269161b93" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> EY helps clients create long-term value for all stakeholders. Enabled by data and technology, our services and solutions provide trust through assurance and help clients transform, grow and operate.

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\r\nStrategy, transaction and transformation consulting

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Strategy, transaction and transformation consulting

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EY Ecosystems

EY Nexus: business transformation platform

Read more Read less Industries\r\n"}}" id="rich-text-1f7aceb80d5d" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Industries Read more Read less Discover how EY insights and services are helping to reframe the future of your industry.
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Workforce

How Microsoft built a new mobility model for cross-border talent

14 May 2024EY Global

Private equity

How GenAI is empowering talent at a PE-backed consumer brand

09 May 2024EY Global

Strategy and Transactions

How carve-outs positioned an automotive giant for future growth

12 Apr 2024EY Global

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Read more Read less About us\r\n"}}" id="rich-text-d59d5978abc8" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> About us Read more Read less At EY, our purpose is building a better working world. The insights and services we provide help to create long-term value for clients, people and society, and to build trust in the capital markets.

\r\n"}}" id="rich-text-a7f232e07b1d" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> At EY, our purpose is building a better working world. The insights and services we provide help to create long-term value for clients, people and society, and to build trust in the capital markets.

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Press release

EY reports global revenue of US$51.2b for fiscal year 2024

17 Oct 2024Rachel Lloyd

Press release

Empowering tomorrow’s leaders: EY announces collaboration with Women in Cloud for women’s leadership and development

11 Jul 2024Renny Popoola

Press release

EY announces acceleration of client AI Business Model adoption with NVIDIA AI

20 Mar 2024Barbara Dimajo

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How do CEOs reimagine enterprises for a future that keeps rewriting itself? EY-Parthenon CEO Outlook 2026 explores how leaders use AI, transformation and portfolio strategy to navigate uncertainty and drive sustainable growth. 20 Jan 2026 CEO agenda How can trust survive without integrity? The EY Global Integrity Report 2024 reveals that rapid change and economic uncertainty make it harder for companies to act with integrity. Read our findings. 06 Jun 2024 How to retake the momentum in the EV transition The EY Mobility Consumer Index shows a slowdown in EV sales. Learn how consumer attitudes, policy and innovation can drive the next wave of EV adoption. 09 Sep 2024 Automotive My EY My EY Select your location

Local sites Marketing and growth leaders’ agenda The new mandate for data-driven marketing and growth leaders: frictionless, personalized experiences to anticipate and deliver what customers need. Facebook Twitter LinkedIn Youtube "> Link Copied

EY and Adobe: Overcoming hurdles in GenAI adoption

A series of interviews with GenAI first-movers explores three adoption hurdles and how to overcome them.

See the report Featured Thinking Rethink customer experience as human experience Laurence Buchanan 01 Jul 2024 Companies have a new mandate around the customer journey and rapid acceleration of digital transformation. You need the right growth strategy and the right customer experience now, next and beyond. Here are three priorities:

\r\n"}}" id="rich-text-d5b3b92b2350" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Companies have a new mandate around the customer journey and rapid acceleration of digital transformation. You need the right growth strategy and the right customer experience now, next and beyond. Here are three priorities:

Read more Read less Reimagine growth with a customer-centric lens Reimagine and redesign your growth strategy by establishing a future-back vision around customer-centric growth, enabling your business to optimize customer lifetime value focus and invest in the most valuable customers and customer touchpoints including considerations on organic growth, M&A, geographic expansion and segmentation.

\r\n"}}" id="rich-text-e6098e54586c" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Reimagine and redesign your growth strategy by establishing a future-back vision around customer-centric growth, enabling your business to optimize customer lifetime value focus and invest in the most valuable customers and customer touchpoints including considerations on organic growth, M&A, geographic expansion and segmentation.

Read more Read less Anticipate relevance and innovate products & services Empowered to shop wherever and however they want, customer preferences around the world are increasingly evolving  e.g. toward products and services that are local, authentic, transparent, traceable, and ethical. This is forcing brands to continuously re-imagine and optimize their offering strategy and portfolio, and even develop and implement new business models and concepts, both in the current core functions or in peripheral functions to meet the evolving needs of consumers now, next and beyond.

\r\n"}}" id="rich-text-13b821c947da" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Empowered to shop wherever and however they want, customer preferences around the world are increasingly evolving  e.g. toward products and services that are local, authentic, transparent, traceable, and ethical. This is forcing brands to continuously re-imagine and optimize their offering strategy and portfolio, and even develop and implement new business models and concepts, both in the current core functions or in peripheral functions to meet the evolving needs of consumers now, next and beyond.

Read more Read less Personalize customer experiences and remove friction in a data-driven world Building a strong understanding of customer needs, behavior, emotions and satisfaction and being able to quickly translate these insights through effective use of data and technology into business actions on all levels of operations and realize smart customer journeys that increase acquisition, retention, and growth is an important value driver in this time of disruption. This includes:

\r\n\r\nImplementing customer experience (CX) measurement models and understanding customer engagement with novel methods that complement traditional ones such as net promoter scores (NPS) and customer satisfaction scores (CSAT).\r\nUsing “design thinking”, automated orchestration of customer journeys, and personalization to deliver the best and most relevant experiences that are closely connected to customer needs.\r\nDesigning and implementing customer-centric operating models and CX technology stacks using scaled, agile frameworks and methods.\r\nShifting the business model and customer experience to digital and direct to consumer (eCommerce)\r\n\r\n"}}" id="rich-text-67c32b0e08ce" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Building a strong understanding of customer needs, behavior, emotions and satisfaction and being able to quickly translate these insights through effective use of data and technology into business actions on all levels of operations and realize smart customer journeys that increase acquisition, retention, and growth is an important value driver in this time of disruption. This includes:

Implementing customer experience (CX) measurement models and understanding customer engagement with novel methods that complement traditional ones such as net promoter scores (NPS) and customer satisfaction scores (CSAT).Using “design thinking”, automated orchestration of customer journeys, and personalization to deliver the best and most relevant experiences that are closely connected to customer needs.Designing and implementing customer-centric operating models and CX technology stacks using scaled, agile frameworks and methods.Shifting the business model and customer experience to digital and direct to consumer (eCommerce) Read more Read less To realize a customer data-driven strategy that drives value and operational efficiency, growth leaders need to look beyond just braving the headwinds of technological debt to:

\r\n"}}" id="rich-text-c10b6cefec12" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> To realize a customer data-driven strategy that drives value and operational efficiency, growth leaders need to look beyond just braving the headwinds of technological debt to:

Read more Read less Quantify and optimize the economic impact of customer experience investments Growth and customer leaders need a significantly larger budget to pay for an effective data-driven strategy and customer experience, and they need to make stronger business cases and forecast return on investment (ROI) in a way that is satisfactory for the chief financial officer (CFO). 61% of marketing leaders in a recent EY survey said that they wanted to increase their spending in data and analytics.

\r\nThis includes:

\r\n\r\nQuantifying the right way to measure ROI\r\nFocusing on customer lifetime value\r\nDriving financial performance through smart and effective pricing\r\nBalancing short- and long-term investments and better leveraging existing investments\r\n\r\n"}}" id="rich-text-2af033487ec5" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> Growth and customer leaders need a significantly larger budget to pay for an effective data-driven strategy and customer experience, and they need to make stronger business cases and forecast return on investment (ROI) in a way that is satisfactory for the chief financial officer (CFO). 61% of marketing leaders in a recent EY survey said that they wanted to increase their spending in data and analytics.

This includes:

Quantifying the right way to measure ROIFocusing on customer lifetime valueDriving financial performance through smart and effective pricingBalancing short- and long-term investments and better leveraging existing investments Read more Read less Transform customer-facing functions with commercial excellence The new market realities and evolving growth strategies are forcing marketing, sales and customer care leaders to re-evaluate how they think about their respective functions and how they need to work to drive top- and bottom-line results. Commercial excellence addresses such key issues as:

\r\n\r\nLanding on the most efficient, effective and agile operating model, including inhouse/outsource strategies\r\nStructuring and incentivizing organizations correctly to drive effectiveness, productivity and cross functional collaboration, and developing the right skills and talent\r\nIdentifying the right ecosystem of technologies to support the front lines, such as market intelligence, performance management, enterprise resource planning (ERP), CPQ, CRM\r\nOptimizing sales channels across field, inside, and digital sales\r\nUsing customer care to drive revenue through better upsell/cross-sell\r\n\r\n"}}" id="rich-text-580b25553883" data-up-is="rich-text" data-up-translation-read-more="Read more" data-up-translation-read-less="Read less" data-up-translation-aria-label-read-more="Read more button, press enter to activate, or use Up arrow key to learn more about this content" data-up-translation-aria-label-read-less="Read less button, press enter to activate, or use Up arrow key to learn more about this content" class="up-rich-text cmp-text" data-up-analytics="rich-text"> The new market realities and evolving growth strategies are forcing marketing, sales and customer care leaders to re-evaluate how they think about their respective functions and how they need to work to drive top- and bottom-line results. Commercial excellence addresses such key issues as:

Landing on the most efficient, effective and agile operating model, including inhouse/outsource strategiesStructuring and incentivizing organizations correctly to drive effectiveness, productivity and cross functional collaboration, and developing the right skills and talentIdentifying the right ecosystem of technologies to support the front lines, such as market intelligence, performance management, enterprise resource planning (ERP), CPQ, CRMOptimizing sales channels across field, inside, and digital salesUsing customer care to drive revenue through better upsell/cross-sell Read more Read less

EY and Adobe: Overcoming hurdles in GenAI adoption

A series of interviews with GenAI first-movers explores three adoption hurdles and how to overcome them.

See the report Laurence Buchanan EY Studio+ Global Leader Helping clients navigate the transformation age through human-centered design and digital transformation. London, United Kingdom EY Global Multidisciplinary professional services organization   Lisa Lindström EY Nordics Business Reinvention Leader Co-founder of Doberman, now part of EY Studio+. Known for unorthodox methods for design, digitalization, customer experience, and innovation. A true change-maker. Stockholm, Sweden Helen Bentley EY Studio+ Global Digital Strategy, Innovation and Experience Leader Driver of digital transformation and innovation. Creative and strategic thinker. Neurodiversity champion. Adventure sports and improvisational comedy enthusiast. London, United Kingdom Patrick Ruijs EY Studio+ Netherlands Leader Curious. Optimistic. Goes for surprising results and believes in the resilience of organizations. Embraces change. Amsterdam, Netherlands Fabio Dotti EY EMEIA Business Transformation Leader Basketball and sports lover. Modern art collector. Traveler. Milano, Italy Show more

How EY can Help

Customer experience

The EY Customer Experience solution can help your business integrate CX programs that help deliver sustainable long-term value. Discover more.

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Service Leader

Laurence Buchanan

EY Studio+ Global Leader

Customer engagement

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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Data protection and privacy services

Discover how EY's data protection and privacy team can help your organization protect its information over the full data lifecycle.

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Case study: Dow’s bold approach to customer experience

Dow’s innovative customer experience program is helping revolutionize the B2B industry.

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Case study: How experiment-led strategy leads to action

SkiStar is using experiment-led strategy to change perception from being a winter destination provider to creating an all-year business.

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Our latest thinking

Rethink customer experience as human experience

Technology is defining customer experience but differentiation comes from connecting to what is essentially human. Read more on studio.ey.com.

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