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Customer Experience

The best customer interactions feel effortless. The technology behind them isn't. We build both.

AI has completely reset customer expectations. 

Customers expect seamless, personalized experiences every time. When you don’t meet them, customers go elsewhere. In order to pull ahead, you need to anticipate needs before they arise, connect every touchpoint and turn every interaction into a memorable, revenue-driving moment.

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Only 18%

of people say technology has significantly improved their customer experience.1

4 ways we elevate customer experiences

Resolve issues faster and smarter

AI-powered contact center agents that handle high-volume requests and deliver personalized, empathetic care, so your customers get helpful answers the first time they ask.

Give your sales team the full picture

A connected CRM that surfaces the right customer insights at the right moment, arming your salespeople with the context they need to sell smarter and close faster.

Get field service right the first time

Connected dispatch, scheduling and service data so your technicians show up prepared, reducing repeat visits and improving issue resolution times.

Map smarter customer journeys

We identify and design industry-specific customer journeys — reducing friction, lowering cost to serve and increasing satisfaction at every stage.

Customer interactions are your biggest opportunity to build loyalty, reduce churn and grow revenue. We help you make the most of them.

Your path to loyalty at scale

Whether you need to fix one touchpoint or transform the entire experience, we’ll help you build, manage and continuously improve it.

Customer Experience Strategy

Not sure where to start? Our advisory practice helps you assess your environments, map what needs to change and build a clear plan.

CRM Transformation

A connected sales platform that gives your team a complete view of every customer and opportunity — so sellers can forecast accurately, act on the right signals and close more consistently.

Customer Intelligence

We go beyond, with a 360° view of your customer base. We turn data you already have into insight your teams can act on, before customers even have to ask.

AI-powered Contact Center

Platforms deployed together — reducing wait times, resolving more on the first call and scaling without adding headcount.

Field Service

Connected scheduling, dispatch and service data so your technicians arrive prepared, resolve issues on the first visit and turn every service moment into a reason to stay.

Why we’re the experts in Customer Experience

Integrated delivery
Most firms use separate teams for CRM, marketing and service. We have an integrated team, applying creative, technology and data expertise across your full customer experience.
Proprietary analytics
Our patented conversational AI platform and 200+ pre-built industry conversation flows mean faster time-to-deployment and less time building from scratch.
Contact center expertise
We built our own contact center solution on top of Amazon Connect, with AI tools that reduce handle times, improve first-call resolution and grow without adding headcount.
AI agent depth
As a named Agentforce launch partner, we deploy AI agents directly into your contact center and CRM, resolving customer issues faster and delivering personalized care at scale.

Customer Spotlight

AQA’s exam results platform

See how the UK’s largest exam board moved to the cloud and built the only modular, Azure-based system of its kind.

Watch the full video

Recognized by industry analysts

Accenture is named a Leader in the 2025 Gartner Magic Quadrant for Digital Experience Services, positioned furthest on the Completeness of Vision axis.

Accenture is named a Leader in the IDC MarketScape for Worldwide Experience Build Services 2025 Vendor Assessment.

Accenture is named a Leader in the IDC MarketScape for Worldwide Experience Design Services 2025 Vendor Assessment.

CX platforms we support

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Customers notice every interaction

We'll help you build the experiences that keep them coming back.

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Frequently asked questions about our Customer Experience services

An AI-powered contact center uses intelligent automation and agentic AI to handle customer interactions across voice, chat and digital channels — resolving more queries automatically and routing complex issues to the right person faster. Platforms work together to reduce wait times, improve first-call resolution and give your team real-time customer context.

CRM implementation gets the platform in place — the right configuration, data migration and user adoption. CRM transformation goes further: it rethinks how your sales, service and marketing teams work, connects your CRM to the rest of your stack and uses AI to surface insights your team can act on. We do both, and we don’t hand off after go-live.

Most disconnected customer experiences happen because contact center, CRM and field service run on separate platforms that don’t share data. We integrate across all three, so your service agents, sales team and field technicians all work from the same customer record. The result is faster resolution, fewer repeat contacts and a better experience.

Timelines vary depending on the complexity of your environment, the number of integrations required and how much customization is needed. For most engagements, we work in 3-6 month cycles designed to deliver visible outcomes quickly, rather than waiting for a big-bang go-live. We’ll give you a clear timeline before you commit that’s based on yor actual data and environment, not a generic estimate.

Yes. Existing systems are often the right place to start. Many experience gains come from better integration and smarter use of what’s already in place, not wholesale replacement. We assess your current setup, identify where the gaps are and recommend the path that delivers the most impact with the least disruption. Sometimes that means augmenting what you have. Sometimes it means replacing it. We’ll tell you which makes sense for you based on what you’re trying to accomplish. 

The most meaningful customer experience metrics tie directly to business outcomes — customer satisfaction scores, first-call resolution rates, churn reduction, sales cycle length and revenue per account. We establish baseline measurements at the start of every engagement so you can see exactly what’s changed. Before any program begins, we show you what results look like on your actual data.

Sources
¹ Accenture, Customer Service on the Brink: Course Correct Now for Future Growth, 2025.