カスタマーエクスペリエンス

ソリューション

カスタマーエクスペリエンス

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 organization and society.

ソリューションのメリット

重要なインパクトのある瞬間
ロイヤルティ、顧客維持、長期的なビジネス価値を高める主要な顧客とのやり取りを特定して向上させてください。

継続的なイノベーション
変化するニーズと市場の期待に応えるためにエクスペリエンスを進化させる、顧客中心の機敏な改善を可能にします。

人間中心のデザイン
共感に基づいたデザイン思考を適用して、パーソナライズされた、直感的でインパクトのある顧客体験を作りましょう。

ビジネス上の課題

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?

どうすれば従業員を私たちのビジネス目的とよりよく結びつけ、エンゲージメントを向上させることができますか？

How can we use technology and data to automate and orchestrate across all of our channels and improve customer experience?

ソリューションの特徴と機能

At EY, we believe great CX, designed with empathy and purpose, creates long-term value. In the digital age, customers seek organizations 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 organizations 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

Organize resources, build capabilities, and implement data and tech to exceed customer expectations at scale
EY teams support companies in generating the right insights, designing the best experiences and making CX really happen. Organizations 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

Optimize dynamically at the human level
EY teams approach to customer experience helps organizations 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 personalized experiences at scale

An agile and non-siloed organization 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

EYスタジオ+が選ばれる理由

EY organization 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.