How shaping consumer experience can optimize growth

The customer experience journey is rapidly evolving from a transactional process focused simply on shopping and buying, to a model built on deep, enriching relationships at every step of the customer journey and experience. Retailers and brands must become an indispensable part of consumers’ lives. They must build a sophisticated understanding of the way consumers live, eat, shop, work and play — overall, what is consumer experience? — and use this knowledge to provide value in the right place, at the right time.

An experience-led consumer journey is no small feat. It requires a consumer-centered view of the entire business, from supply chain and operating model to content and marketing, and a technology ecosystem powered by real-time consumer data.

Retailers and brands have been given the permission to change — now, what will they do with it?

Consumers today sit at the center of overwhelming choices across countless channels. There’s too much data and not enough connection. But imagine a world in sync. Imagine consistently giving consumers what they want on terms that are right for you.

With EY, you can unleash the power of connection.

We help retailers and brands bridge data, process, technology and human interaction to uncover insights that create seamless experiences to increase conversion and drive loyalty. We help harmonize impactful marketing, transparent supply chains and personalized interactions, making it easier to turn touch points into trust points and create value that lasts.

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