Customer Experience Consulting and Strategy Innovating human connections to build a better-connected future Customer experience has emerged as a pivotal driver of business growth, with each customer interaction shaping brand perception and loyalty. Customer experience leaders must navigate the rapidly changing business dynamics of today, seamlessly connect experiences, orchestrate them within their organisations, all while continuously reimagining external and internal experiences to align with consumers and employees evolving expectations.Innovating human connections is what inspires us. We know it inspires you too. That’s why we help leaders to create and deliver exceptional customer experiences that offer excitement, build trust and drive business growth. We operate at the intersection of customer experience strategy, design, technology enablement and governance to unlock revenue growth, customer loyalty, and bring your brand promise to life. Top digital experience trends in 2025 and beyond Keeping up with today’s kaleidoscopic digital landscape requires marketing and experience leaders who can constantly innovate and stay ahead of emerging technologies, shifting consumer behaviors and a complex macroeconomic environment. Agility and insights are also critical requirements, along with the prioritisation of customer experience, which outperforms price, brand and product, when it comes to drivers of customer loyalty. Read more Our customer experience services We leverage relationship-powered practices to help you reimagine your experience ecosystem and create differentiated experiences. Pro Briefcase Experience strategy and innovation We connect and re-envision customer experiences to bring your brand promise to life and your customer’s and employee’s perspective to the forefront. Pro Building office Experience design We purposefully design meaningful experiences, leveraging your brand promise as a compass for how to improve the quality of interactions and provide differentiated value in the marketplace. Pro Document Consent Customer care and engagement We partner with our clients to connect and personalise customer conversations across interactions and channels with unifying technologies, programs and managed services. Pro Document Stack Experience governance Infusing customer experience practices across your business involves a shared customer-first mentality and governance to coordinate cross-functional team efforts. Our organising frameworks and playbooks help you establish measurements, policies, and processes to ensure adherence and excellence. Pro Workflow Flowchart Customer journey mapping Acting as a foundation for customer experiences, we develop journey maps that identify the most important customer touch points and connect those to the most impactful initiatives. Each journey represents a unique stage of the customer experience and helps accelerate value across the end-to-end lifecycle. Experience orchestration We help customers power cross-channel personalisation at scale by providing context and access to the right knowledge, data, and behaviors. Our approach to building a comprehensive customer experience strategy Our promise is to help you live out your brand promise.As experience makers, strategists, and technologists, we create experiences and environments that connect people with brands. Every interaction is an opportunity to deliver on your brand’s promise, fulfill an unmet customer need and build trusted relationships. We use human-centered design and customer experience strategies to stay rooted in purpose, while elevating experiences past the point of simple utility to create lasting relationships and loyalty.Nearly all our practitioners have start-up DNA in their background, as well as consulting or agency experience. In many cases, all three. This integration of disciplines allows us to leverage our unique perspective to address your challenges and deliver results.Our approach is grounded in empathy for understanding and agile thinking for rapid action and focus on those you serve.To learn more about Protiviti Digital, our digital experience agency, visit our website. Building a Performance Marketing Engine Amid Media Fragmentation Consideration for optimising customer engagement, technology, teams & talent Learn more Leadership Rupesh Mahto Rupesh is a senior director specialising in strategy, technology assessment and enabled execution, digital transformation, cloud migration, and application of emerging technology to business demands. He successfully leads interactions with CXO, focusing on increasing ... Learn More Leslie Howatt Leslie is a managing director, and Protiviti’s technology consulting solution lead. She specialises in digital and technology strategy as well as transformational change with over 25 years’ experience across consulting, industry, and government sectors. She has ... Learn More Key partners We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include: Featured insights BLOGS AI Can Revolutionise Manufacturing Efficiency Adapting new technologies to manufacturing applications and processes is often a challenge – and, particularly with AI, there is no easy button to push. NEWSLETTER Maximising CX: The Game You Must Win How a business engages its customers at every point of their buying journey is critical to connecting the organisation’s brand promise to, and delivering on, an exceptional customer experience. Does the board understand what the organisation does to... IN FOCUS US Supreme Court reshapes the regulatory landscape Over the course of a few days before the end of its summer session, the U.S. Supreme Court issued three decisions that reshaped the regulatory landscape in the United States. Two of the decisions (SEC v. Jarkesy and Loper Bright Enterprises v.... INFOGRAPHIC Infographic | 2024 Top Risks for Innovation and Transformation Executives Innovation and transformation executives identified the biggest threats impacting their organisations in Protiviti’s 2024 Top Risks Survey. The executives’ perspectives on risks, listed below, reflect increasing concerns over emerging technologies,... BLOGS Leveraging the Human Factor: When Digital Strategies Alone Can’t Revive Slowing Results Businesses are constantly searching for new ways to match messaging to eyeballs, or put succinctly, trying to adapt new strategies to engage effectively with customers where they are consuming content. But what happens when these digital marketing... BLOGS Experience as an accelerator for digital transformation In a time when sustainable competitive advantage is harder to maintain, customer experience expectations are on the rise. With technology and innovation happening in shorter cycles, the overall ability of organisations to change operationally remains... BLOGS Digitising Experiences (Customer & Employee) Creates Value for Energy and Utilities Firms Leaders of energy and utilities (E&U) businesses are becoming increasingly focused on the business impacts of rapidly evolving technology. According to Protiviti’s latestExecutive Perspectives on Top Risks Survey, many of these leaders see... INFOGRAPHIC Infographic | Disruptions in the Consumer Goods & Retail Industry: Data, Supply Chain & Customer Experience The effects of the pandemic have resulted in a major shift in consumer preferences and behaviors that have upended businesses and services, unlike anything in the past. Today,consumer goods and retailcompanies are continuing to feel the... Button Button Improved Sales Strategy Generates Growth for Global Climate Action Solution Provider Discover how sales strategy optimisation led to a 25% increase in lead conversion and 15% boost in client retention for a global climate action provider. Read more Global Retailer Goes Digital: Revitalising Store Operations and Enhancing Community Commitment This client is a global footwear company, home to a diverse portfolio of admired brands, that prides itself on meeting customers where they want to shop. Its brands can be found in its e-commerce sites, department stores, and more than 1,000 branded retail stores. Read more Case Study Global bank puts customer experience front and center as its engine for growthIn the fiercely competitive credit card industry, banks struggle to grow their brands by differentiating their cards from all the others. Many try to do this through low rates, giveaways and various partnerships. However, the most visionary among banks understand that customer experience (CX) is at the center of success and is the engine to grow their brand.A large global bank — a Protiviti client — wanted more than customer loyalty; the bank wanted customer advocates who’d bring new business by recommending the bank’s cards. This story is all about developing and designing digital customer experiences that win customer loyalty — and advocacy. Get connected to one of our customer experience leaders today. Contact us
