Customer Experience

Customer Experience

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Innovating & Implementing CX Solutions
Customer Experience

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Align CX with the business to adjust and drive strategic priorities 


Organisations face significant challenges to keep pace with changing customer demands. In this fast moving environment, gaining continuous insight, and knowing how to leverage those insights can make a big difference.

Protiviti possesses experience and capabilities that are uniquely positioned to help companies implement and enhance customer initiatives across the enterprise and deliver tangible business results that are connected to the bottom line.

 

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Our CX services:

We bring capabilities and solutions to align the enterprise around CX and drive change and business impact throughout the organisation

Voice of the Customer Programme Optimisation: Identify, assess, enhance and collect multiple sources of digital feedback to obtain a complete and unified view of how customers interact with the business.

  • CX organisation structure, governance, metrics & reporting
  • Voice of the customer programme development & enhancement
  • Customer experience programme audit/assessment

CX Roadmap Development: Assist organisations to better understand their customers highly complex and varied experiences across digital and traditional touchpoints. Develop, review and enhance frameworks to create culture that embeds, promotes and supports a culture of innovation.

  • Customer journey mapping
  • CX strategic initiatives prioritisation, roadmap development & execution
  • Customer centric culture capabilities enhancement

Customer Analytics & Insights: Examine and develop capabilities to analyse and prioritise the measurement and monitoring of CX data points.

CX Platform Selection & Implementation: Ensure the CX platform meets the requirements of the business, assess the infrastructure, systems and tools an organisation has in place to embrace new and emerging technologies, and assist with implementation of technology solutions designed to enhance CX.

  • CX third party vendor evaluation & implementation
  • Technology architecture & infrastructure