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 customer experience ecosystem and create differentiated experiences. Pro Briefcase Experience strategy & innovation We are a customer experience consulting firm that connects and re-envisions 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 all 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.A customer experience consulting firm that has 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 Adam Johnston Adam is the country market lead for Hong Kong. With over 15 years’ experience, he has spent much of his career consulting to Fortune 500 organisations, helping them solve complex transformation, and resourcing programs and projects. Adam’s specialisation is ... Learn More Karen Ko Karen has over 20 years of professional experience in leading complex, multi-country transformation projects for financial services clients in New York, London and APAC. Her expertise lies in partnering strategically with clients to innovate their business models and ... Learn More Patrick Pang Patrick is a senior director in intelligent automation and digital services with over 20 years of experience in the financial services industry. He has extensive knowledge of various business domains in retail and commercial banking. He has 15 years of IT project ... 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... 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... 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 Meeting digital retail's high customer expectations means being clear-eyed about weaknesses and capabilities Today’s digital retail consumers have little tolerance for organisations that do not meet high customer service standards for accurate and timely fulfillment of orders. Transparent and real-time communications about order status have become an... 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... VIDEO Video - Demands of internal and external customers are more important than ever There are capabilities that are used today to evaluate external customers that should be applied internally. So take the voice of the customers and the learnings you have and apply them internally to ensure that the CFO's and Finance organisations... WHITEPAPER Customer remediation: Making it right (and better) In our Compliance Priorities for 2022 in the Financial Services Industry, we emphasised the interconnectivity among the risks we identified, including how the pandemic, the global focus on environmental, social and governance (ESG) issues, and... 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
