• Search in Protiviti.com

Customer Experience

Innovating human connections to build a better-connected future

Innovating human connections is what inspires us. We know it inspires you too. That’s why we help leaders to create and deliver exceptional experiences 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 and customer loyalty.

To learn more about our additional digital solutions, click here.

Our Customer Experience 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 Engagement

We partner with our clients to connect and personalize customer conversations across all interactions and channels with unifying technologies, programs 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 organizing frameworks and playbooks help you establish measurements, policies, and processes to ensure adherence and excellence.

 

Our Approach

Our promise is to help you live out your brand promise.

We approach every engagement with the vision of a start-up founder, the precision of a watchmaker, the collaboration of a trusted advisor and the creativity of an artist, orchestrating at the intersection of strategy, design, technology, and assurance.   

As experience makers, 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. 

Our approach is grounded in empathy for understanding and agile thinking for rapid action and focus on those you serve.

Leadership

Joan Smith
Joan Smith is a Managing Director and leader of Protiviti Digital, which includes strategy, transformation, customer experience, creative and technology. Joan has 20+ years of applied experience across both the digital and customer landscape, guiding CMOs and Digital ...
Learn More
Bryan Comite
Bryan Comite is a Managing Director and leads Customer Experience Strategy within Protiviti Digital. With over 20 years of experience, he regularly partners with clients to solve complex challenges and connect to value across the end-to-end customer lifecycle through ...
Learn More
Jennifer Friese
Jen Friese is a Managing Director and leads Marketing Services within Protiviti Digital. Jen is a creative, results focused leader with experience in devising and executing digital business and marketing strategies that build brands and drive growth. Jen’s work includes ...
Learn More
Alex Weishaupl
Alex Weishaupl
Alex Weishaupl leads Protiviti Digital’s Creative & Design Studio Segment. He helps clients envision, build, and evolve customer experiences that deliver on their company’s vision and purpose, and build rich connections with their audiences – both external and ...
Learn More
Michael Paige
Michael Paige
Michael Paige is a managing director at Protiviti Digital and leads martech platforms. Michael joined Protiviti Digital through its acquisition of R2integrated where he served as chief digital officer (CDO). Michael is an industry veteran with over 25 years in software ...
Learn More

Key Partners

We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include:

Adobe Solution
Salesforce

BLOG

Pursuing Modern Digital Product Management — and Why It Matters to Your Organization’s Digital Acceleration

The big picture: The role of product management in a digital context has significantly matured, giving rise to an exciting and complex discipline known as digital product management. We have identified 12 key elements that differentiate the modern...

BLOG

Meeting Digital Retail's High Customer Expectations Means Being Clear-Eyed About Weaknesses, Capabilities

The big picture: Today’s digital retail consumers have little tolerance for organizations that do not meet high customer service standards for accurate and timely fulfillment of orders. Transparent and real-time communications about order status have...

BLOG

Four Strategies to Digitize Sales in Manufacturing

Two key questions: The evolution of back-office operations has been extensive and well-established. However, the evolution of front-office functions like sales and marketing has yet to shift dramatically in manufacturing organizations. Where is the...

BLOG

Experience as an Accelerator for Digital Transformation

At a Glance Why it matters: 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 ability of organizations to change...

BLOG

The Future of Retail: Technology, Immersive Customer Experience and Building Resilience Spotlighted at Major Industry Event

Retail and consumer packaged goods (CPG) companies have been under extraordinary pressure in recent years to rethink and rebuild nearly every aspect of what they do — from how they get products on store shelves or directly into consumers’ hands to...

BLOG

Digitizing Experiences (Customer & Employee) Creates Value for Energy and Utilities Firms

Leaders of energy and utilities (E&U) businesses are becoming increasingly focused on the business impacts of rapidly evolving technology. According to Protiviti’s latest Executive Perspectives on Top Risks Survey, many of these leaders see their...

Global Retailer Goes Digital: Revitalizing 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 Studies

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.

Loading...