Align CX with the business to adjust and drive strategic priorities
Organizations 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.
Through our alliance partnerships we connect innovative services and technology with consulting expertise to align CX insights and implement key process and business performance initiatives.
Our CX services:
We bring capabilities and solutions to align the enterprise around CX and drive change and business impact throughout the organization
Voice of the Customer Program Optimization: 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 organization structure, governance, metrics & reporting
- Voice of the customer program development & enhancement
- Customer experience program audit/assessment
CX Roadmap Development: Assist organizations 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 prioritization, roadmap development & execution
- Customer centric culture capabilities enhancement
Customer Analytics & Insights: Examine and develop capabilities to analyze and prioritize the measurement and monitoring of CX data points.
- Advance analytics & predictive modeling
- Business intelligence capabilities
- Customer journey analytics
CX Platform Selection & Implementation: Ensure the CX platform meets the requirements of the business, assess the infrastructure, systems and tools an organization 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