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I am the global lead of EY Studio+. I focus on helping clients re-imagine growth through…
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Laurence Buchanan reposted thisLaurence Buchanan reposted thisWhat will distinguish tomorrow’s leaders in customer experience? As AI becomes more accessible, listening, orchestration and creativity will matter even more. EY Studio+ helps organizations create transformative experiences that move people and shape markets. Find out more: https://ow.ly/8uxA50ZHgro #ShapeTheFutureWithConfidence #CX
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Laurence Buchanan reposted thisRob Master and I discussed what separates the winning brands from the losing brands in three to five years. His take, and I wholeheartedly agree: the brands that win are those that can unlock *fresh, potent, energizing truths*—insights—about customer behavior and then elevate these insights into powerful creative ideas that can be scaled. AI can be a useful tool, but consumers can quickly sniff out a lack of insight or understanding of an audience, and an over-reliance on a platform to deliver a lackluster message. Another great conversation while at Cannes Lions International Festival of Creativity, hosted by our friends at Brand Innovators Laurence Buchanan Peter Neufeld Yoann Michaux Katrin Malken Travis Eldridge Brian Smith Kevin Salsberry Lynn Lannin Keith VanWarren Nadira Kalliecharan Christopher C. Smith Bret Alexander EY Studio+Laurence Buchanan reposted thisThree years from now, the CPG brands that win won't be the ones with the best AI or the flashiest platforms. They'll be the ones who actually understand their customer. We went backstage with EY's Alex Stock and Edgewell Personal Care's Rob Master at Cannes Lions to talk about where CPG is heading. Rob's take: too many marketers are racing to the bottom of the funnel or leaning on the newest channel to carry the message, and shoppers see right through it. He got into why genuine consumer insight is the hardest thing for a brand to fake, and how AI typically fails to solve that challenge. ✨ Watch the full conversation here: https://lnkd.in/e3usfYz2
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Laurence Buchanan reposted thisLaurence Buchanan reposted thisExciting to see Warner Bros. Discovery featured by MIT Sloan Management Review for its pragmatic and creator-first approach to GenAI. What stands out is WBD's focus on growth over cost reduction. By investing in foundational capabilities like content intelligence, metadata, localization, governance, and business-led innovation, WBD has created scalable AI capabilities that help content travel further, improve discovery, and enhance creative workflows. The case study is also a reminder that successful AI transformation starts with trust, strong business ownership, and a clear vision for how technology can amplify human creativity. Congratulations to the WBD leaders featured in the study and appreciation to the EY team, including Rahul Gautam and colleagues, who helped support and document this important transformation journey. https://lnkd.in/eT4SdefY
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Laurence Buchanan reposted thisLaurence Buchanan reposted thisWhat's Singapore's competitive advantage in the age of AI? As AI makes knowledge and technology increasingly accessible, competitive advantage will depend less on what organisations know and more on how quickly they can reinvent themselves and create new value. 🤖 I joined EY for the launch of EY Studio+ Singapore, which brings together strategy, design, AI, technology, and ecosystem partners to help organisations move beyond experimentation to transformation. Singapore's edge isn't simply access to AI. It's the strength of our trusted ecosystem. Government, businesses, technology companies, researchers, and professional services firms each play a role in helping organisations harness AI responsibly and translate it into real business value. 🇸🇬 We compete not on size, but on trust, talent, connectivity, and execution. Businesses choose Singapore because they can innovate with confidence—supported by trusted governance, world-class digital infrastructure, skilled talent, and strong partners. In the age of AI, Singapore's competitive advantage is its ability to continually reinvent itself—and to help organisations across the region do the same. Congratulations to the EY Studio+ team on the launch. I look forward to seeing the impact you'll create. 🎉 #AIForGood #DigitalTransformation #SmartNationSG Nam Soon LIEW Gaurav Modi Laurence Buchanan Samuel Wong Ram Kumar Narasimhan Chin Wong Andrew Siak Chuan Tan
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Laurence Buchanan reposted thisLaurence Buchanan reposted thisOur 2026 EY Loyalty Market Study is LIVE! Hard to believe that this is our third annual study. With each edition, we survey both consumers (1,400+) and corporate loyalty leaders (300+) which allows us to understand where customer expectations and company priorities align as well as diverge. Each year is more fun than the last because we have more data to spot trends and get to pick new topics to add. View the full report here: https://lnkd.in/ebwWXXVA A few findings that stand out to me: --79% of loyalty programs now participate in coalition/alliance networks, up from 68% just two years ago. --Brands are investing in experiences but consumers value discounts (64%) and cash-like points (55%) the most. --The #1 feature consumers want is alerts when rewards, offers, or sales become available (40%) --Loyalty programs are increasingly being treated as a second source of revenue, not just a marketing tool- 49% of organizations now sell loyalty data to partners as a revenue stream. Loved being part of this team. Big thank you to Patricia Camden, Michael Anders, Olivia Glick, Zach Backus, Tim, Shomari Simmons, and Drew Peterson for all of the insights, collaboration, and hard work. #Loyalty #EY #EYStudio+
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Laurence Buchanan shared thisThe future won’t belong to organisations who bolt-on AI to yesterday's business; it will belong to those that create meaningful & engaging experiences, products & services with it. We're proud to celebrate the launch of EY Studio+ in Singapore, marking an exciting milestone in our journey to help organisations transform at the intersection of strategy, design, technology, data and AI. The launch was officiated by Kiat How Tan, Senior Minister of State for Digital Development and Information. As customer, employee and citizen expectations continue to evolve at unprecedented speed, organisations have an opportunity to rethink how they engage, serve and create value. Success will not be defined by technology alone, but by how effectively it is applied to create experiences that are more human, relevant and impactful. EY Studio+ brings together multidisciplinary capabilities to help organisations turn this opportunity into transformative experiences that drive measurable business outcomes and sustainable growth. A sincere thank you to our clients, ecosystem partners and colleagues who have been part of this journey. We're excited about what comes next and the experiences we'll create together. #EYStudioPlus #AI #CustomerExperience #Innovation #Design #DigitalTransformation #Singapore Gaurav Modi Andrew Siak Chuan Tan Ram Kumar Narasimhan Samuel Wong Chin Wong Paul Peters Nam Soon LIEW
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Laurence Buchanan shared this🔎 Target Operating Model for Customer Relationship Management 💡 Long perceived as a cost center, customer relationship management has now become a major strategic lever, at the heart of value propositions and commercial offerings. Driven by AI, data, and increasingly demanding consumers, it enables organizations to create differentiated experiences while balancing operational efficiency with human value. 👉 In this publication, authored by Laurent Vagneur, Olivier Garnier Aurélien Soulard, Anahí Messager, and Yiwen Zhang, we share: ✅ 5 major consumer trends that are reshaping customer relationships for the long term ✅ The strategic repositioning of customer relationships within the value proposition ✅ The key role of AI and human interaction as differentiating factors ✅ 3 emerging operating models: Premium, Open, and Transactional ✅ Concrete use cases: BoursoBank, Air France, EDF, and Sosh ✅ Field insights and expert testimonials 🙏 A special thank you to the industry experts for their valuable insights and experience sharing: Philippe Le Grevès, Christophe Leclercq, and Michel Piguet 👏 We would also like to thank the EY teams involved in this initiative: Caroline MARTIN and Vincent Vella 📥 To read the publication on our website or explore our previous publications, click here 👉 View the publication #EY #TargetOperatingModel #CustomerRelationship #CustomerExperience #IA #Transformation#Innovation #Marketing #Consulting
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Laurence Buchanan shared thisFor the last few years, many organisations have focused on AI as a productivity lever... automating workflows, reducing manual effort, and enabling self-service at scale. That work is important. But productivity alone rarely creates lasting differentiation. What’s emerging now is a shift from efficiency to growth. Leading companies are using AI to deepen customer understanding and turn it into a competitive advantage. Not just to improve customer experiences, but to inform how products are designed, services are delivered, and value is created. The real opportunity isn’t simply doing the same things faster. It’s using customer insight to make better decisions, unlock new revenue streams, and drive measurable outcomes for both customers and the business. The next phase of AI will be defined less by automation and more by innovation and growth. Watch the whole #CNBC #SquarkBox interview here: https://lnkd.in/ef8msfba EY Studio+ #CX
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Laurence Buchanan shared thisI enjoyed being interviewed on CNBC Squark Box Europe last week. AI isn’t just another tool upgrade, it’s a chance to reset how we work. Right now, most companies' effort goes into doing the same things faster or cheaper. At best that's useful, but limited. At worst it adds more cost and complexity. The real shift will come when we reshape how we think, decide and create. That’s harder... it's not about doing more with AI, but in reimagining the work itself. Watch the whole #CNBC interview here: https://lnkd.in/ef8msfba EY Studio+ #CX #AI
Laurence Buchanan commented on a post
22h
All the best Theresa!
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Laurence Buchanan liked thisIt’s been a great and eye opening experience so far at LEAP. Great to connect with clients from across the region and discuss how our team at EY has been assisting them in turning their transformation and AI ambition into results. One thing came through clearly: everyone is bought in on AI. The gap now is execution - the right use cases, the right operating model, the right governance, and the discipline to scale what works. Thank you to everyone who stopped by our booth for a conversation. Looking forward to continuing these discussions. Omar Odeh Ali Pirinccioglu Abdalla Amara Wasfi Masri Robert Abboud Mazen G. Baroudi Mohamad Dirwish Mohammad Al Khaldi Serkan Memisoglu Benoît Miquel Mohammad Arafat
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Laurence Buchanan liked thisLaurence Buchanan liked thisEY Studio+ is now in Singapore! Launched by Kiat How Tan, Senior Minister of State for Digital Development and Information, EY Studio+ combines human-centered design, AI-powered technologies and commercial insight to help organizations reimagine customer experience (CX). As organizations seek to scale AI across their enterprises, success will depend not only on technology, but on trust, human-centered design and the ability to translate innovation into real business outcomes. Find out how EY Studio+ can help: https://ow.ly/9GeS50ZnTXw #ShapeTheFutureWithConfidence #TogetherAllin
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Laurence Buchanan liked thisLaurence Buchanan liked thisMunich really gave us the full Adobe Summit experience today. In between the weather surprises, as usual: plenty of great conversations and inspiring sessions. My colleague’s talk “AI won’t fix your organizational issues – fix your operating model.” was a simple but powerful reminder that successful AI adoption isn’t just about technology—it’s about how organizations are set up to make it work. Thanks to everyone we had the chance to meet today. Looking forward to tomorrow’s Adobe Post Summit Partner Deep Dive at 9:00 AM. Excited it’s taking place in our EY Munich office! Adobe has the content covered—we’ll make sure the coffee is hot and the room stays cool 😏. #AdobeSummit #AdobeSummitMunich #AI #OperatingModel #DigitalTransformation #EY #EYStudio
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