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.

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We leverage relationship-powered practices to help you reimagine your experience ecosystem and create differentiated experiences.

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.

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.

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.

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.

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.

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