Our customer experience services
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.
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.
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.
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.
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
Leadership
Key partners
We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include:
Global Retailer Goes Digital: Revitalising Store Operations and Enhancing Community Commitment
Case Study
Global bank puts customer experience front and center as its engine for growth
In 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.
