Ernst & Young (EY) has recently launched a new global business unit, EYStudio+, marking a strategic shift toward AI-driven customer experience solutions. This new venture consolidates several of EY’s key functions, including design, customer experience, data, marketing, and technology teams. The purpose of EYStudio+ is to assist clients in navigating the challenges of digital and AI-driven transformations, enabling them to enhance customer engagement and drive growth through innovative solutions. The unit is powered by EY’s proprietary AI platform, EYQ, which helps organizations leverage artificial intelligence to improve customer interactions and optimize their service offerings.
The launch of EYStudio+ comes as part of EY’s broader strategy to capitalize on the rapidly evolving demand for AI-driven customer experiences, which are increasingly seen as crucial for businesses aiming to maintain competitive advantages in today’s market. By combining expertise in customer experience design, marketing, and AI, EYStudio+ is set to provide end-to-end customer experiences, from strategy development to implementation. These integrated solutions are designed to help businesses not only meet current customer expectations but also anticipate future needs in an increasingly digital world.
The establishment of EYStudio+ is supported by EY’s strategic acquisitions of companies such as EY Sweeney and Blackdot, both of which have strong capabilities in the areas of customer experience and marketing. These acquisitions further strengthen EY’s ability to deliver comprehensive AI-driven solutions that improve customer interactions and help businesses navigate the complexities of digital transformation. By bringing together various expertise areas, EYStudio+ aims to position itself as a leader in the field of customer experience management, offering holistic solutions that cater to the entire customer journey.
According to Justin Greig, the consulting head for EY Oceania, EYStudio+ is expected to become a significant part of EY’s consulting business. The unit is projected to contribute approximately 20% to the overall consulting business within the next three years, growing at a rate two to three times faster than the broader business. This rapid growth is a clear indication of the increasing importance of AI-driven customer experience solutions in the consulting industry. The launch of EYStudio+ is a direct response to the intensifying competition in the customer experience space, where consulting and advertising firms, such as Accenture and Omnicom, are also vying for dominance by offering end-to-end customer experience solutions.
Despite its early focus on AI-driven customer experience, EY has indicated that the company is open to expanding its services in other areas, including local marketing, depending on the needs of its clients. This expansion is seen as a natural progression as EYStudio+ continues to grow and evolve. The company recognizes that transformation-led growth—focused on improving customer engagement and leveraging digital technologies—will be a key driver of success in the future. This contrasts with the traditional cost-cutting approaches that have been prevalent in the consulting and marketing industries.
EY’s move to prioritize AI and digital transformation reflects the growing importance of these technologies in shaping the future of business. As the business landscape continues to shift, companies are increasingly looking for ways to enhance customer experiences through personalized, data-driven solutions. EYStudio+ is positioned to meet these demands by helping organizations harness the power of artificial intelligence to improve customer interactions and drive business growth.
In summary, the launch of EYStudio+ signifies a pivotal moment in the evolution of EY’s consulting services. By focusing on AI-driven customer experiences and leveraging the expertise of its design, marketing, and technology teams, EY is positioning itself at the forefront of the digital transformation landscape. With its AI platform EYQ, along with strategic acquisitions, EYStudio+ is set to offer comprehensive, end-to-end solutions that help businesses improve customer engagement and drive growth in an increasingly digital world. The unit’s rapid growth and expansion within EY’s consulting division highlight the increasing demand for innovative solutions that combine AI, digital transformation, and customer experience management.
