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Customer Experience Services

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. That’s why our customer experience consultants 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.

Customer experience (CX) consulting services

Our CX consulting experts 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 care & engagement

We partner with our clients to connect and personalise customer conversations across 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.

 

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.

 
Customer experience (CX) consulting firms in Switzerland

Our approach for customer experience management

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.

To learn more about Protiviti Digital, our digital experience agency, visit our website.

Customer experience (CX) consulting firms in Switzerland

Building a Performance Marketing Engine Amid Media Fragmentation

Consideration for optimising customer engagement, technology, teams & talent

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Key partners

We partner with best-in-class technologies to bring leading thinking and capabilities to our clients.  Our primary partners include:
Gold Adobe Solution Partner
Salesforce
Uipath

Case Study

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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Frequently asked questions

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What is customer experience consulting?

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Customer experience consulting involves advising organisations on how to enhance their interactions with customers at every touchpoint, with the goal of increasing customer satisfaction, loyalty and, ultimately, revenue.

A customer experience consulting firm in Switzerland, such as Protiviti, uses a range of tools and methodologies to assess the current customer experience, identify improvement opportunities and implement strategies to strengthen it.

How does customer experience consulting work?

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Customer experience consulting evaluates an organisation’s customer interactions to identify areas for improvement. Consultants analyse customer feedback and data, then design and implement solutions such as process improvements or targeted training. The impact on satisfaction and engagement is measured, and strategies are refined to strengthen loyalty and business performance.

In what ways can companies impact the customer experience they deliver?

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Customer experience is shaped through multiple touchpoints, including:

  • Direct interactions, such as purchasing products or engaging with customer service
  • Indirect interactions, such as reviews, recommendations or brand communications
  • Digital experiences, including websites, mobile apps and social platforms
 

Together, these interactions influence how customers perceive an organisation and are central to an effective customer experience strategy.

What does a customer experience consultant do?

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A customer experience consultant analyses how an organisation engages with its customers, identifies areas to enhance and develops strategies to improve satisfaction and consistency. Consultants also support the development of a customer-centric culture.

By aligning business practices with a clear customer experience strategy, organisations can build stronger customer relationships that drive loyalty and sustainable growth.

How do customer experience consulting services ensure data privacy, ethics and responsible AI in CX programmes?

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Customer experience consulting services support data privacy, ethical practices and responsible AI by embedding governance principles, transparent design and human-centred approaches into CX programmes. This helps organisations build trust while delivering secure, reliable and customer-focused experiences.

What benefits do businesses gain from investing in customer experience consulting services?

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Customer experience consulting services help organisations drive revenue growth, strengthen customer loyalty and improve operational efficiency. Beyond immediate gains, these services establish long-term governance, deliver data-driven insights and introduce agile ways of working to ensure customer experience strategies remain effective in a changing digital landscape.

How do customer experience consulting services leverage AI and emerging technologies?

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Modern customer experience consulting services use AI, automation and real-time analytics to personalise interactions, streamline customer journeys and improve engagement across channels.

Protiviti Switzerland combines technology and strategy to help organisations deliver connected, measurable and consistent customer experiences.

Why is governance an essential part of a customer experience strategy?

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Strong governance ensures customer experience strategies are consistent, scalable and sustainable across the organisation. A customer experience consulting firm helps define frameworks, metrics and accountability models that align teams, measure impact and reinforce a customer-first culture.

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