Customer Experience Consulting Innovating human connections to build a better-connected future Customer experience has emerged as a pivotal driver of business growth, with each customer interaction shaping brand perception and loyalty. Customer experience leaders must navigate the rapidly changing business dynamics of today, seamlessly connect experiences, orchestrate them within their organisations, all while continuously reimagining external and internal experiences to align with consumers and employees evolving expectations.Innovating human connections is what inspires us. We know it inspires you too. Our customer experience services 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, customer loyalty, and bring your brand promise to life.To learn more about our digital experience agency, visit Protiviti Digital. 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 Care & Engagement We partner with our clients to connect and personalise customer conversations across 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. Pro Workflow Flowchart 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 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 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. Building a Performance Marketing Engine Amid Media Fragmentation Consideration for optimising customer engagement, technology, teams & talent Learn more Key partners We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include: Case Study Global bank puts customer experience front and center as its engine for growthIn 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. Leadership Andrea Rista Andrea Rista is Director at Protiviti Italy and Protiviti Bulgaria, with focus on Business Risk Consulting, Corporate Governance and Internal Audit services.In Protiviti since 2004, he developed strong skills in internal audit, risk management, corporate governance, and ... Learn more Stan Oparanov Stan Oparanov is Director at Protiviti Milan and Protiviti Bulgaria. Stan is one of the leaders of Protiviti Bulgaria and focuses on the use of technology and innovation in management consulting, risk management, compliance and internal audit.He has strong ... Learn more Featured insights and client stories SURVEY Top Risks 2026: Executive Perspectives & Growth Opportunities 8 min read Protiviti Top Risks Report 2026 shares executive insights on Gen AI, agentic AI, cyber threats and economic risks. CLIENT STORY Rural Lifestyle Retailer Builds Customer Loyalty With Enhanced CIAM Strategy 5 min read Protiviti partnered with a rural lifestyle retailer client to assess its Customer Identity and Access Management (CIAM) program and architecture. CLIENT STORY Global Retailer Goes Digital: Revitalising Store Operations and Enhancing Community Commitment 6 min read Protiviti leveraged Microsoft Power BI to help this client transform its operational analytics. 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Previous Article Pagination Next Article Frequently Asked Questions What is customer experience consulting? + Customer experience consulting involves guiding organisations on how to improve their interactions with customers at every touchpoint, with the goal of increasing customer satisfaction, loyalty, and ultimately, revenue.A customer experience consulting firm in Bulgaria, such as Protiviti, uses a variety of tools and methodologies to analyse a company’s current customer journey, identify areas for improvement, and implement customer experience strategies to enhance it. How does customer experience consulting work? + Customer experience consulting assesses a company’s customer interactions to identify improvement areas. Consultants analyse feedback and data, then design and implement solutions like process changes or training. They measure the impact on satisfaction and refine the customer experience strategy to enhance customer engagement, ultimately boosting loyalty and revenue. In what ways can companies impact the customer experience they deliver? + Customer experience can be shaped through:Direct interactions, such as purchasing a product or contacting customer service,Indirect interactions, such as reading reviews or advertising, andDigital experiences, such as websites, apps, or social media. Each of these touchpoints influences how customers perceive a business, making them central to any effective customer experience strategy. What does a customer experience consultant do? + A customer experience consultant analyses how a business engages with its customers, pinpoints areas to strengthen, and develops strategies to improve satisfaction. They also advise on building a customer-centric business culture.By aligning business practices with a clear customer experience strategy, consultants help Bulgarian organisations foster stronger relationships that drive customer engagement, loyalty, and revenue growth. How do customer experience consulting services ensure data privacy, ethics and responsible AI in CX programmes? + Customer experience consulting services protect data privacy and ensure responsible AI by embedding compliance, ethical frameworks, and human-centric design into CX programmes. These services help organisations build trust while delivering secure, transparent, and customer-first experiences. What benefits do businesses gain from investing in customer experience consulting services? + Customer experience consulting services help businesses unlock revenue growth, build stronger customer loyalty, and improve operational efficiency. Along with immediate improvements, customer experience services provide data-driven insights, and introduce agile ways of working that ensure a customer experience strategy remains relevant in a fast-changing digital environment. How do customer experience consulting services leverage AI and emerging technologies? + Today’s customer experience consulting firms integrate AI, automation, and real-time analytics to drive hyper-personalisation, streamline customer journeys, and improve engagement across channels.Protiviti Bulgaria combines technology with strategy to enable organisations to deliver seamless, connected, and measurable customer experiences. Why is governance an essential part of a customer experience strategy? + Strong governance ensures customer experience strategies are sustainable and consistent across all functions. A customer experience consulting firm helps establish frameworks, metrics, and accountability models that align teams, measure impact, and maintain a customer-first culture across the organisation.
