Customer Experience Services 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 (CX) that offer excitement, build trust and drive business growth. We operate at the intersection of strategy, design, technology enablement and governance to unlock revenue growth, customer loyalty, and bring your brand promise to life. Insights paper December 2, 2024 Top digital experience trends in 2025 and beyond Navigate the dynamic digital landscape of 2025 and beyond. Stay ahead with agility, insights, and a customer-centric approach. Embrace emerging trends for an innovative digital experience." Read more Our customer experience consulting services We leverage relationship-powered practices to help you reimagine your experience ecosystem and create differentiated experiences. Pro Briefcase Experience strategy & innovation We connect and re-envision 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 & engagement We partner with our clients to connect and personalise customer conversations across interactions and channels with unifying technologies, programmes and managed services. Pro Document Stack Experience governance Infusing CX 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 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 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. Building a Performance Marketing Engine Amid Media Fragmentation Consideration for optimising customer engagement, technology, teams & talent Learn more Key partners We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include: Leadership Anneke Wieling Anneke is the practice lead for Protiviti’s European business performance improvement practice and the Amsterdam office. She joined Protiviti in January 2006. Previously she worked in the advisory practice of KPMG. In addition to her consulting experience, Anneke has ... Learn more Esen Orhan Coming into the firm with a broad range of international business experience, Esen joined Protiviti in 2006 as an associate director. She is experienced in business process optimization, finance transformation, and risk management thus combining hands on operational ... Learn 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 Featured insights and client stories 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.... 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... 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,... CLIENT STORY Global Retailer Goes Digital: Revitalising Store Operations and Enhancing Community Commitment Protiviti leveraged Microsoft Power BI to help this client transform its operational analytics. We built a user interface that generates analytics every 15 minutes and is easy to use with little training required. From staffing and sales targets to... CLIENT STORY 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. Button Button
