How ecosystems transform customer journeys

Focusing on minutiae to power a massive transformation

A recent example of the EY-Adobe Alliance value is with our joint client, a leading global provider of products and services in the biopharma and health care space.

The client was in the midst of a multi-phase massive digital transformation toward customer-centricity. Having Ernst & Young LLP (EY) as a trusted advisor enabled them to leverage the tremendous experience, we brought to the table from navigating similar transformations. We knew what challenges they’d face — customer data segmentation rising to the top of the list. And so we could help them navigate through that process more seamlessly.

This took focus not only on streamlining their existing technology, but also orchestrating relevant data and robust customer segmentation to drive highly personalized customer experiences.

Straightforward as it seems, it required the client to embrace the complex integration of data and technology plus the insights, teams and workflows to make it all happen. When done right, it drives personalized customer experiences that in turn drive growth directly correlated to ROI metrics.

Customer alignment through collaborative alliances

This is a great example of how ecosystems can help approach pivotal problems like transforming the customer journey. Organizations that attempt to transform it on their own don’t benefit from the collective experience of an ecosystem, like the one EY orchestrated in this example with Adobe.

Our alliance with Adobe enables businesses to address challenges they’re often unprepared to face alone. Thanks to the EY-Adobe Alliance, we've jointly helped clients to develop a customer-centric journey, including collaborative efforts with chief marketing officers and chief digital officers in both B2B and B2C arenas. This alliance’s unique approach directly benefits our clients.

With a long history of working with Adobe, EY has been at the forefront of evolving their platforms to address key B2B use cases. We were Adobe’s first and largest B2B customer of their Real-Time CDP product. Thanks to that exposure to and experience with Adobe, that EY perspective helped elevate their product development to better address B2B needs.

Clients can trust us because we blazed those trails and understand the challenges they face. And we were their first customer to deploy these tools, which we’re now replicating for other clients, both B2B and B2C.

The real difference is in the data

When you want to quantify the impact of successful ecosystems, you must look at the data.

Organizations that leverage high-performing ecosystems see a 2x increase in top-line revenue growth. But not only that — they see a 1.5x decrease in cost reductions compared with organizations that have low-performing or no ecosystems whatsoever.

Source: The CEO Imperative: How mastering ecosystems transforms performance

The power of EY-orchestrated ecosystems: proving greater than the sum of our parts

By coalescing multiple elements — EY services, Adobe, client systems and legacy vendors, along with related technologies — the EY team is orchestrating opportunities and helping clients realize tremendous value.