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. Our customer experience services 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 customer experiences. Pro Briefcase Experience strategy and 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 customer experience strategies 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 customer experience 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 our digital experience agency, visit Protiviti Digital. Building a Performance Marketing Engine Amid Media Fragmentation Consideration for optimising customer engagement, technology, teams & talent Learn more Leadership Sam Bassett Sam is the country leader for Protiviti Singapore. With over 25 years' experience, he's primarily worked in financial services with consulting firms or directly in the banking industry to deliver change and support strategic, tactical, and operation goals across Asia, ... 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 SURVEY From Automation to Autonomy - The Capabilities and Complexities of AI Agents | AI Pulse - Vol.3 6 min read Protiviti's AI Survey 3.0 reveals organisations are using Agentic AI to enhance decisions, improve efficiency and shape the future. BLOGS AI Can Revolutionise Manufacturing Efficiency 7 min read Adapting new technologies to manufacturing applications and processes is often a challenge – and, particularly with AI, there is no easy button to push. BLOGS Drive success with emerging technology like gen AI 6 min read While the various forms of artificial intelligence (AI) have captured the imagination of nearly everyone in the business world, generative AI (GenAI) is rapidly becoming the hottest new kid on the block. We’ve seen the terms AI and GenAI being used... NEWSLETTER The Director’s Playbook for Generative AI 3 min read The big picture: So much has been written about generative AI (GenAI), it seems like a constant buzz inspiring both wonder and fear. But the value proposition is alluring. After witnessing OpenAI’s ChatGPT in action, Bill Gates said, “I knew I had... INFOGRAPHIC Infographic | 2024 Top Risks for Innovation and Transformation Executives 2 min read 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 Digitising Experiences (Customer & Employee) Creates Value for Energy and Utilities Firms 6 min read 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... BLOGS Experience as an accelerator for digital transformation 10 min read 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... INFOGRAPHIC Infographic | Disruptions in the Consumer Goods & Retail Industry: Data, Supply Chain & Customer Experience 1 min read 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... WHITEPAPER Customer remediation: Making it right (and better) 10 min read 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... WHITEPAPER Customer Service and Complaints: How Firms Can Build Long-Term Resilience and New Capabilities - Top of Mind Compliance Issues for 2021 9 min read Regulatory agencies around the world have intensified their focus on financial institutions’ customer service activities amid a dramatic COVID-19- related surge in complaints. These stepped-up regulatory efforts come during a period when many... BLOGS Leveraging the Human Factor: When Digital Strategies Alone Can’t Revive Slowing Results 8 min read 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... Previous Article Pagination Next Article Rural Lifestyle Retailer Builds Customer Loyalty With Enhanced CIAM Strategy Protiviti partnered with a rural lifestyle retailer client to assess its Customer Identity and Access Management (CIAM) program and architecture. Read more 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. Frequently Asked Questions What is customer experience consulting? + Customer experience consulting involves guiding organisations on how to improve their interactions with customers at every touchpoint, with the goal of increasing customer satisfaction, loyalty, and ultimately, revenue.A customer experience consulting firm in Singapore, such as Protiviti, uses a variety of tools and methodologies to analyse a company’s current customer experience, identify areas for improvement, and implement customer experience strategies to enhance it. How does customer experience consulting work? + Customer experience consulting assesses a company’s customer interactions to identify improvement areas. Consultants analyse feedback and data, then design and implement solutions like process changes or training. They measure the impact on satisfaction and refine the customer experience strategy to enhance customer engagement, ultimately boosting loyalty and revenue. In what ways can companies impact the customer experience they deliver? + Customer experience can be shaped through:Direct interactions, such as purchasing a product or contacting customer service,Indirect interactions, such as reading reviews or advertising, andDigital experiences, such as websites, apps, or social media. Each of these touchpoints influences how customers perceive a business, making them central to any effective customer experience strategy. What does a customer experience consultant do? + A customer experience consultant analyses how a business engages with its customers, pinpoints areas to strengthen, and develops strategies to improve satisfaction. They also advise on building a customer-centric business culture.By aligning business practices with a clear customer experience strategy, consultants help organisations in Singapore foster stronger relationships that drive loyalty and revenue growth. How do customer experience consulting services ensure data privacy, ethics and responsible AI in CX programs? + Customer experience consulting services protect data privacy and ensure responsible AI by embedding compliance, ethical frameworks, and human-centric design into CX programs. These services help organisations build trust while delivering secure, transparent, and customer-first experiences. What benefits do businesses gain from investing in customer experience consulting services? + Customer experience consulting services help businesses unlock revenue growth, build stronger customer loyalty, and improve operational efficiency. Along with immediate improvements, customer experience services help establish long-term governance, provide data-driven insights, and introduce agile ways of working that ensure a customer experience strategy remains relevant in a fast-changing digital environment. How do customer experience consulting services leverage AI and emerging technologies? + Today’s customer experience consulting services integrate AI, automation, and real-time analytics to drive hyper-personalisation, streamline customer journeys, and improve engagement across channels.Protiviti Singapore combines technology with strategy to enable organisations to deliver seamless, connected, and measurable experiences. Why is governance an essential part of a customer experience strategy? + Strong governance ensures customer experience strategies are sustainable and consistent across all functions. A customer experience consulting firm helps establish frameworks, metrics, and accountability models that align teams, measure impact, and maintain a customer-first culture across the organisation.
