Dow, a leader in materials science, faced a significant challenge in enhancing its customer experience (CX) within the B2B sector. Recognizing the declining quality of CX in the U.S. and the potential link between superior CX and revenue growth, Dow'...

A large state transportation agency, specifically a Department of Motor Vehicles (DMV), faced significant challenges due to surges in demand, resulting in extended wait times and service backlogs for over 10 million customers. The agency recognized t...

Traditional European banks faced significant challenges in transforming their customer service operations amidst rising competition from fintechs and changing customer expectations. The need to reduce customer service costs while simultaneously deliv...

Dow, a leader in materials science, faced challenges in enhancing customer experience (CX) within its business-to-business (B2B) operations. Recognizing the need to improve customer satisfaction and drive business growth, Dow's executive leadership i...

In the healthcare sector, one client faced significant challenges with patient access, as specialty referrals were taking over six months to be seen, and patient call abandonment rates were around 15%. This situation limited the client’s ability to g...

How a global MNC halved its BGV time with Managed A global multinational corporation (MNC) faced significant challenges with its background verification (BGV) processes, which were time-consuming and inefficient, leading to delays in onboarding new e...

One of EY's clients, a top ten global bank, faced significant challenges in adapting to the rapidly evolving digital payments landscape. With 70% of the population in their key market already using smartphones, the bank recognized the urgent need to ...

A leading private bank recognized the need for a significant transformation to enhance customer centricity and maintain its market leadership in the evolving wealth management landscape. The bank faced challenges in understanding its clients' unique ...

A leading private bank faced significant challenges in adapting to the evolving wealth management landscape, where clients increasingly demanded tailored advice and intuitive digital tools. The bank recognized that to maintain its market leadership, ...

As part of its digital transformation initiative, a client in the oil and gas industry aimed to enhance clarity and efficiency in its engineering processes. The client faced significant challenges due to the volume of content in a library of over 750...

Hastings Direct, a UK insurance provider, faced significant challenges in delivering a seamless digital experience to its customers. As the global insurance market shifted towards digital offerings, Hastings Direct recognized that many consumers were...

The U.S. Department of Homeland Security (DHS) Immigration and Customs Enforcement (ICE) faced significant challenges in modernizing its financial systems, which were hampered by outdated legacy systems and a lack of data integrity. The agency needed...

A leading US health system faced significant challenges in optimizing its supply chain following multiple mergers and acquisitions, which expanded its operations to dozens of hospitals and hundreds of clinics across several states. The Chief Supply C...

Ajinomoto Foods North America (AFNA) faced significant challenges during the COVID-19 pandemic, including rapidly changing consumer preferences, supply chain disruptions, and escalating freight and warehousing costs. Rather than merely seeking to ret...

A major US health care provider faced significant challenges in managing its supply chain due to divergent data management practices across its extensive network of over 30 hospitals and numerous medical centers. The organization was tasked with deli...

A multinational plastics, chemical, and refining company faced significant challenges in achieving sustainability and circularity within its manufacturing processes. The company recognized the need to transition from a linear business model, which ty...

A leading electronics supplier faced significant supply chain challenges due to an overreliance on materials and manufacturing in Asia, exacerbated by the COVID-19 pandemic and geopolitical instability. These issues resulted in transportation delays,...

A leading insurance firm in the Nordics faced significant challenges in its claims management process, primarily due to the manual handling of claims that involved labor-intensive tasks such as analyzing unstructured data from various sources, includ...

New Relic, an all-in-one observability company with over $850 million in revenue, faced significant challenges as it scaled from a startup to a public company serving more than 15,000 global customers. The rapid growth led to complexities in managing...

The case study focuses on a registered investment advisor that faced the challenge of enhancing customer experiences while integrating digital self-service options for simple financial transactions. The firm recognized the need to balance technology'...