Reinventing the front office

Transform end-end customer journeys across marketing, sales and customer success with agentic AI to drive growth, improve experience and reduce cost to serve.

Traditional customer journey is collapsing, and the way organizations engage with customers is being redefined. Yet most organizations still operate with outdated processes, fragmented data, and legacy systems across marketing, sales, and service-limiting growth and competitiveness. This creates an opportunity to reinvent the front office through a unified, AI-powered operating model.

95%

of customer interactions can now be assisted or handled by AI and digital agents.

~4×

more use cases and 5× greater financial impact are achieved by top “AI leaders” compared to laggards.

of companies are true AI front-runners—just 40 out of the Fortune 500.

How Connected Customer is changing

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From siloed functions to connected journeys

Customer experiences can no longer be owned by individual teams. Leading organizations are orchestrating marketing, sales and service as a single, connected journey—powered by shared data and intelligent agents.

From customer 360 to the agentic customer era

AI supports nearly every customer interaction, but agents now go further—orchestrating decisions across the journey and aligning marketing, sales, and service to drive faster growth.

Personalized, omnichannel engagement

Agentic AI enables tailored recommendations, faster onboarding and proactive support—delivered consistently across channels.

Unified customer view

By connecting data across functions, organizations gain a true 360° view of the customer—enabling timely, relevant and contextual interactions.

Break down silos and connect marketing, sales and service data to create a trusted, realtime view of every customer.

Deploy role based, intelligent agents that don’t just automate tasks—but orchestrate decisions and actions across customer interactions at scale.

Redesign processes and operating models to move from manual, fragmented execution to AI-orchestrated, outcome-driven operations.

Enable your workforce to work alongside digital agents—unlocking new levels of productivity, creativity and speed while reducing operational friction.

Orchestrate every touchpoint across the customer lifecycle to ensure consistent, engaging interactions that build trust, loyalty and lifetime value.

Activate agentic AI across the journey, powered by an intelligent digital brain that connects data and AI agents. This shared foundation helps teams work together across marketing, sales, and service to drive real outcomes.

What you’ll achieve

Accelerated revenue growth

Drive faster conversions, higher engagement, and increased lifetime value through connected, AI powered customer journeys—delivering a 20–40% lift in conversion.

Stronger customer loyalty and satisfaction

Deliver consistent, personalized experiences that reduce churn and strengthen long‑term relationships—achieving a 10–15% reduction in churn.

A future ready competitive advantage

Establish an AI ready operating model that enables continuous innovation, faster reinvestment and sustained differentiation.

Lower cost to serve

Reduce manual effort, eliminate duplication and improve efficiency with intelligent automation across the front office—cutting operating costs by 30–50%.

What’s trending in Connected Customer

Case Study

Better, faster, stronger: Reinventing sales at Accenture

How Accenture is transforming our sales organization to drive growth.

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Blog

What we learned designing a new agentic workforce in Marketing

Critical lessons from our experience reinventing our marketing function, a collaborative effort across Marketing, Talent, and our AI teams.

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Research Report

Making reinvention real with gen AI: From experimentation to impact

Organizations across industries are looking to scale their gen AI use cases. Lessons learned from 2,000+ gen AI projects reveal how to move from experimentation to enterprise-level value.

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Blog

What we learned designing a new agentic workforce in Marketing

Critical lessons from our experience reinventing our marketing function, a collaborative effort across Marketing, Talent, and our AI teams.

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Research Report

Technology vision 2025: High tech's perspective

AI is revolutionizing high tech, shifting from automation to strategic collaboration. Trust, brand personality and workforce upskilling are key to unlocking AI's full potential and driving innovation.

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Our leaders

Elvis Rodrigues

Managing Director – Operations

Jaya Shukla

Managing Director – Industry Consulting, High Tech

Dawn Anderson

Senior Managing Director, Accenture Song

Justin Bean

Lead – Sales, Song, CMT

Michael Hart

MD – Song Marketing and Sales

Reinventing the front office

Transform end-end customer journeys across marketing, sales and customer success with agentic AI to drive growth, improve experience and reduce cost to serve.

95%