How EY Built an AI‑Centric Organization to Transform Itself and Its Clients
In the face of rapid AI disruption, EY made a bold decision: it would not wait to consult others on AI; it would be its own first client. With a vision to lead in the AI era, the firm committed significant investment, rebuilt workflows, rethought governance, and reshaped its culture to integrate AI across functions. This internal transformation has positioned EY as a pioneer in how professional services firms leverage AI for competitive advantage.
From Strategy to Organizational Change
In 2023, EY launched a comprehensive AI transformation. It began with a US$1.4 billion investment and a strategic plan to embed AI into core operations, aiming to become the leading AI‑powered professional services organization.
Three pillars guided this effort:
Enhancing service offerings with AI‑enabled solutions that boost growth and efficiency
Redefining internal processes and tech for optimal use in an AI era
Shaping ethical AI governance and public policy to build trust and confidence in AI systems globally
Rather than adopt AI piecemeal, EY created structured pathways, strategy, people development, technology integration, governance, client application, and societal impact to ensure AI initiatives delivered measurable value.
Challenges They Turned Into Catalysts
Aligning Scattered AI Efforts
Early AI exploration across the firm risked fragmentation and resource waste. EY responded by mapping use cases to strategic business goals and focusing on high‑impact opportunities.
Upskilling & Change Management
Integrating AI required more than tools; it demanded people equipped to use them. EY invested heavily in AI literacy, training, and change management, ensuring its workforce could collaborate with AI rather than be replaced by it.
Responsible Governance
With global regulations evolving quickly, EY built robust Responsible AI frameworks to guide ethical development, deployment, and governance of AI across business functions, striking a balance between innovation speed and risk management.
Smart Moves That Drove Transformation
AI First: Acting as “Client Zero”
Rather than wait for case studies, EY tested AI internally first, establishing a “Client Zero” mindset to understand AI’s benefits and pitfalls before advising others.
Focusing on People and Integration
Implementation wasn’tjust about tools; it was human‑centered. EY trained its workforce, addressed reservations, and encouraged adoption in daily workflows.
Building EYQ - A Unified GenAI Platform
EY developed EYQ, a generative AI ecosystem built on cloud platforms and a centralized “knowledge fabric” enabling safe, ethical, and scalable AI deployment across the firm. Early adoption exceeded 80%, with millions of prompts processed, demonstrating real value and productivity gains.
Strategic Partnerships
Collaborations with leading tech providers accelerated the development and integration of advanced AI capabilities, helping position EY at the forefront of enterprise AI innovation.
Sweet Results
Fast innovation cycles: Proofs of concept narrowed from hundreds of ideas to 20 key high‑impact opportunities, accelerating decision‑making.
Broad adoption: EYQ’s high organizational adoption shows strong internal integration.
Enhanced service offerings: AI now supports both internal processes and client solutions across consulting, auditing, risk management, and reporting.
Responsible AI leadership: EY champions ethical AI governance globally, influencing industry standards and policy discussions.
The Big Lesson
AI transformation isn’t just technological, it’s strategic, human‑centered, and ethical. EY’s journey shows that successful AI adoption requires:
Clear vision and investment in technology and people
Structured governance to manage risk and build trust
Internal experimentation first to inform client guidance
Scalable platforms that integrate deeply into daily work
For business leaders, the lesson is clear: AI is not a tool to bolt on; it must be woven into the fabric of the organization’s strategy, culture, and ethics.
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