• July 8, 2016

EY to Start Conversational Commerce Practice

EY plans to create new services related to conversational commerce, including the ability for consumers to interact with businesses in real time via platforms such as text messaging, social media, and messaging platforms.

Conversational commerce enables customers to order pizza, rent cars, or interact with customer service in seconds without using an app or even having to make a phone call.

Currently, 150 EY professionals are training to be deployed across members from digital strategy and transformation practices to quickly bring the benefits of conversational commerce to their clients.

"Since the mass adoption of smartphones, companies have tried to transition consumers from phone lines and desktop support to mobile apps, with many investing in speech recognition and chat bots," said Woody Driggs, EY Americas' digital leader, in a statement. "That approach can be expensive and when done poorly, can erode the customer experience. Through these new investments and relationships we will be poised to make conversational commerce a reality for our clients, helping them bridge the communication gap between themselves and their customers."

"We have reached a tipping point in the expectations of consumers and how they want to interact with brands," said David Nichols, principal at Ernst & Young and EY Americas' innovation and alliance leader, in a statement. "Brands that adapt the soonest will have an advantage in building and strengthening relationships with consumers, particularly up-and-coming digital natives and millennials. That's why we are moving quickly to lead the way in helping clients connect with their customers in new and exciting ways."

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