Digital Customer

Transform the customer journey from start to finish

In today’s world of empowered customers, competitive advantage comes through improved sales, marketing and services approach driving financial outcomes, and a next gen customer experience that seamlessly connects the physical and digital experience across the full customer journey.

EY Digital Customer for SAP offerings is supported by SAP Customer Experience and CRM offerings and Qualtrics’ Experience Management (XM) offerings and helps organizations provide customer transformations across the full customer journey.

Digital Customer offers the following capabilities:

• Flexible IT platform to support revenue innovation initiatives and meet customers changing needs and market trends
• Support for both front- and back-office operations and avoiding manual workarounds associated with new product or service launches
• Analytics capability to measure customer lifetime value from acquire to retain
• Usage analytics to support cross-selling and up-selling

The recent COVID-19 pandemic has resulted in a dramatic shift in the marketplace, with rapid rises in eCommerce volumes, as in-store traffic continues to fall. Companies are looking to bolster their digital presence with commerce and digital marketing offerings that help them provide superior online customer experiences, increase conversion ratios and drive sales growth.

We work with organizations to help define a broad customer-centric offering that helps achieve tangible outcomes across digital marketing, sales, and customer care areas, including higher conversion rates and order values, and reduction in abandonment and bounce rates.

How EY can help

• Business case definition: Identifying quantifiable outcomes and tying them to program objectives
• Design and architecture: Helping clients identify the right architecture and SAP/third-party components tailored to the client’s needs and existing architecture platform
• Offering implementation: Native/Headless SAP Commerce Cloud® with B2B/B2C/industry-specific accelerators, SAP Spartacus 2.0® with integrations to leading middleware and third-party providers
• Analytics: Supporting commerce offerings to work with state-of-the-art analytics offerings from Qualtrics®, Adobe®, etc., measuring customer sentiment, behavior, trends and patterns
• Deployment and continuous improvement: Helping enable companies to constantly innovate and stay agile
• Customer Experience and engagement management: Providing insights using real-time data collection and analysis techniques to help organizations identify current pain points and understand which actionable next steps to take based on their operational goals and emerging trends
• Thought leadership and standard accelerators:  Support clients with the knowledge, resources, and tools
• EY wavespace™: Facilitating sessions with organizations and client teams to help drive creativity, solve problems and deconstruct challenges while developing their offerings
• Next-generation customer technologies:  Helping enable clients to reframe their futures for the new normal and continuously surprise and delight their customers, including headless e-commerce, advanced Qualtrics analytics, and AI-driven cross-sell and up-sell opportunities