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 personalise customer conversations across all interactions and channels with unifying technologies, programmes 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 organising 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 Rupesh Mahto Rupesh is a senior director specialising in strategy, technology assessment and enabled execution, digital transformation, cloud migration, and application of emerging technology to business demands. He successfully leads interactions with CXO, focusing on increasing ... Learn More Leslie Howatt Leslie is a managing director, and Protiviti’s technology consulting solution and diversity, equity, and inclusion lead. She specialises in digital and technology strategy as well as transformational change with over 25 years’ experience across consulting, industry, and ... Learn More Key partners We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include: VIDEO Video - Demands of internal and external customers are more important than ever There are capabilities that are used today to evaluate external customers that should be applied internally. So take the voice of the customers and the learnings you have and apply them internally to ensure that the CFO's and Finance organisations... BLOGS Digitising 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 latestExecutive Perspectives on Top Risks Survey, many of these leaders see... BLOGS Experience as an accelerator for digital transformation 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 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) 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... BLOGS For Telecoms, Cultivating Loyal Customers Requires Better Customer Data Management ByRupesh Mahto, Senior Director, Technology Consulting, Protiviti Australia Understanding and mapping the customer journey is the starting point from which to identify the key opportunity moments where access to the right customer data can... WHITEPAPER Customer Service and Complaints: How Firms Can Build Long-Term Resilience and New Capabilities - Top of Mind Compliance Issues for 2021 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... Button Button Case Studies 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.