Customer Experience

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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.", "duration": "1:02", "contentUrl": "https://www.protiviti.com/om-en/customer-experience", "embedUrl": "https://vimeo.com/946116542" } ] }</script> <link rel="icon" href="/themes/custom/protiviti/favicon.ico" type="image/vnd.microsoft.icon" /> <link rel="alternate" hreflang="x-default" href="https://www.protiviti.com/gl-en/customer-experience" /> <link rel="alternate" hreflang="en-us" href="https://www.protiviti.com/us-en/customer-experience" /> <link rel="alternate" hreflang="en-au" href="https://www.protiviti.com/au-en/customer-experience" /> <link rel="alternate" hreflang="en-gb" href="https://www.protiviti.com/uk-en/customer-experience" /> <link rel="alternate" hreflang="fr-fr" 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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.</p><p>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, customer loyalty, and bring your brand promise to life.</p><p>To learn more about <a href="https://digital.protiviti.com/" target="_blank">Protiviti Digital</a>, our digital experience agency, <a href="https://digital.protiviti.com/" target="_blank">visit our website</a>.</p> </div> </div> </div> <div class="column is-4-widescreen is-5-desktop is-offset-1-desktop is-hidden-touch"> <div class="o-pageHeroBanner__asideVid"> <div class="a-embeddedVideo a-embeddedVideo--ms-ws-536"> <div class="a-embeddedVideo__frameWrapper"> <iframe class="a-embeddedVideo__frame vimeo" src="https://player.vimeo.com/video/946116542" frameborder="0" allow="fullscreen" allow="autoplay" title="Vimeo video"></iframe> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div> <div> <div class="paragraph paragraph--type--pr-sub-navs paragraph--view-mode--default"> </div> </div> </div> <div> <div> <div class="paragraph floating-content paragraph--type--pr-text-image-cards paragraph--view-mode--default" id="content-1093851"> <section class="o-nestedNavCardGrid" data-aos="fade" > <div class="o-nestedNavCardGrid__bgImageWrapper o-nestedNavCardGrid__bgImageWrapper--img" title="Our Customer Experience Services" style="background-image: url(/sites/default/files/styles/is_solution_navigation_full_hd/public/2022-04/CustomerExpNestedNav.jpg?h=d1cb525d&itok=nuzD9krx);"> <div class="o-nestedNavCardGrid__top"> <div class="o-nestedNavCardGrid__header mb-4"> <h2 class="o-nestedNavCardGrid__h2 m-auto font--white">Our Customer Experience Services</h2> </div> <div class="o-nestedNavCardGrid__wrap m-auto"> <div class="a-genericBody o-nestedNavCardGrid__desc font--white">We leverage relationship-powered practices to help you reimagine your experience ecosystem and create differentiated experiences.</div> </div> <div class="o-nestedNavCardGrid__cardGridWrapper columns is-flex is-flex-wrap-wrap"> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><svg aria-hidden="true" id="pro_brief" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.svg_briefcase{fill:#5D7B9A;}</style></defs><title>Pro Briefcase</title><path class="svg_briefcase" d="M92.53,50.4v-4.57c0-7.8-2.17-13.89-6.46-18.11-5.94-5.84-13.72-5.78-14-5.78h-.11c-.32,0-8.11-.06-14.04,5.78-4.29,4.22-6.46,10.31-6.46,18.11v4.57h5v-4.57c0-6.38,1.66-11.25,4.93-14.5,4.4-4.37,10.46-4.35,10.54-4.38h.19c.06,0,6-.05,10.46,4.34,3.3,3.24,4.97,8.14,4.97,14.54v4.57h5Z"/><polygon class="svg_briefcase" points="12.59 124.37 121.77 124.37 121.77 119.37 17.59 119.37 17.59 50.68 126.38 50.68 126.38 114.81 131.38 114.81 131.38 45.68 12.59 45.68 12.59 124.37"/><path class="svg_briefcase" d="M130.47,123.09c1.41-1.41,1.41-3.69,0-5.09-.04-.04-.1-.07-.14-.12v5.02h-5.11c.05,.06,.1,.13,.16,.19,1.41,1.41,3.69,1.41,5.09,0Z"/><path class="svg_briefcase" d="M130.33,117.88c-1.41-1.28-3.59-1.25-4.95,.12-1.35,1.35-1.39,3.49-.16,4.9h5.11v-5.02Z"/></svg></span> <h3 class="a-blueHeadline__text font__color--blue">Experience Strategy & Innovation </h3> <p class="m-nestedNavCard__description">We connect and re-envision experiences to bring your brand promise to life and your customer’s and employee’s perspective to the forefront.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><svg aria-hidden="true" id="pro_building_office" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.svg_buildingoffice{fill:none;}.svg_buildingofficeLayout{fill:#5D7B9A;}</style></defs><title>Pro Building office</title><path class="svg_buildingoffice" d="M58.08,68.88V30.84H12.47V113.16H45.82v-44.28h12.26Zm-29.48,18.95h-5v-9.49h5v9.49Zm0-18.5h-5v-9.49h5v9.49Zm0-18.5h-5v-9.49h5v9.49Zm13.03,0v-9.49h5v9.49h-5Z"/><path class="svg_buildingoffice" d="M50.82,52.36v39.28h11.6v-8.92h5v8.92h12.4v-8.92h5v8.92h11.61V52.36H50.82Zm16.6,20.35h-5v-9.49h5v9.49Zm17.4,0h-5v-9.49h5v9.49Z"/><g><polygon class="svg_buildingofficeLayout" points="23.6 48.75 23.6 58.24 26.1 58.24 28.6 58.24 28.6 48.75 26.1 48.75 23.6 48.75"/><polygon class="svg_buildingofficeLayout" points="44.13 48.75 41.63 48.75 41.63 58.24 44.13 58.24 46.63 58.24 46.63 48.75 44.13 48.75"/><polygon class="svg_buildingofficeLayout" points="23.6 67.26 23.6 76.74 26.1 76.74 28.6 76.74 28.6 67.26 26.1 67.26 23.6 67.26"/><polygon class="svg_buildingofficeLayout" points="23.6 85.76 23.6 95.25 26.1 95.25 28.6 95.25 28.6 85.76 26.1 85.76 23.6 85.76"/></g><g><rect class="svg_buildingofficeLayout" x="113.82" y="38.75" width="5" height="9.49"/><rect class="svg_buildingofficeLayout" x="113.82" y="57.26" width="5" height="9.49"/><rect class="svg_buildingofficeLayout" x="113.82" y="75.76" width="5" height="9.49"/></g><g><rect class="svg_buildingofficeLayout" x="96.43" y="38" width="5" height="9.49"/><rect class="svg_buildingofficeLayout" x="96.43" y="56.51" width="5" height="9.49"/></g><rect class="svg_buildingofficeLayout" x="79.82" y="67.26" width="5" height="9.49"/><rect class="svg_buildingofficeLayout" x="42.42" y="67.26" width="5" height="9.49"/><g><path class="svg_buildingofficeLayout" d="M79.82,19.61v54.4h-16.74V30.97H7.47V123.29H125.73v-5h-24.3v-44.28h-16.61V24.61h45.61V113.59h5V19.61h-55.61ZM45.82,118.29H12.47V35.97H58.08v38.04h-12.26v44.28Zm50.61-39.28v39.28h-11.61v-8.92h-5v8.92h-12.4v-8.92h-5v8.92h-11.6v-39.28h45.61Z"/><path class="svg_buildingofficeLayout" d="M135.43,118.21c-.65-.63-1.53-1.02-2.5-1.02s-1.85,.39-2.5,1.02c-.03,.03-.06,.06-.08,.08-.63,.65-1.02,1.53-1.02,2.5s.39,1.85,1.02,2.5c.65,.68,1.57,1.1,2.58,1.1,1.99,0,3.6-1.61,3.6-3.6,0-1.02-.42-1.93-1.1-2.58Z"/></g></svg></span> <h3 class="a-blueHeadline__text font__color--blue">Experience Design</h3> <p class="m-nestedNavCard__description">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.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><svg aria-hidden="true" id="pro_doc_consent" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.svg_documentConsent{fill:#5D7B9A;}</style></defs><title>Pro Document Consent</title><path class="svg_documentConsent" d="M126.22,117.99c-1.41-1.41-3.69-1.41-5.09,0-1.41,1.41-1.41,3.69,0,5.09s3.69,1.41,5.09,0c1.41-1.41,1.41-3.69,0-5.09Z"/><rect class="svg_documentConsent" x="43.57" y="31.83" width="64.24" height="5"/><rect class="svg_documentConsent" x="80.77" y="74.06" width="27.04" height="5"/><rect class="svg_documentConsent" x="43.57" y="52.94" width="64.24" height="5"/><rect class="svg_documentConsent" x="83.79" y="95.17" width="24.02" height="5"/><path class="svg_documentConsent" d="M73.9,115.7v-40.93l-28.81-8.48-18.5,5.44V12.71H121.15V113.34h5V7.71H21.58V73.2l-5.31,1.56v40.93c0,13.75,25.08,23.42,27.95,24.48l.87,.32,.87-.32c2.33-.86,19.4-7.44,25.66-17.28h44.87v-5h-42.8c.14-.72,.23-1.45,.23-2.2Zm-5,0c0,8.38-16.42,16.56-23.8,19.45-1.96-.79-6.98-2.91-11.93-5.91-7.67-4.65-11.89-9.46-11.89-13.54v-37.19l23.81-7.01,23.81,7.01v37.19Z"/><polygon class="svg_documentConsent" points="31.79 100.37 28.26 103.91 40.88 116.53 61.91 95.5 58.38 91.96 40.88 109.46 31.79 100.37"/></svg></span> <h3 class="a-blueHeadline__text font__color--blue">Customer Care & Engagement</h3> <p class="m-nestedNavCard__description">We partner with our clients to connect and personalise customer conversations across interactions and channels with unifying technologies, programmes and managed services.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><svg aria-hidden="true" id="pro_document_stack" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.svg_documentStack{fill:none;}.svg_documentStackLayout{fill:#5D7B9A;}</style></defs><title>Pro Document Stack</title><polygon class="svg_documentStack" points="71.88 59.15 117.01 44.53 71.88 29.92 26.75 44.53 71.88 59.15"/><rect class="svg_documentStack" x="70.73" y="68.21" width="47.44" height="0" transform="translate(-3.97 130.57) rotate(-68.2)"/><polygon class="svg_documentStack" points="68.39 74.39 26.75 60.91 26.75 60.91 68.39 74.39"/><polygon class="svg_documentStackLayout" points="71.88 79.83 130.3 60.91 123.65 58.75 117.01 60.91 117.01 60.91 71.88 75.52 71.88 75.52 68.39 74.39 26.75 60.91 26.75 60.91 20.1 58.75 13.46 60.91 71.88 79.83"/><polygon class="svg_documentStackLayout" points="71.88 96.03 130.3 77.11 123.65 74.96 117.01 77.11 117.01 77.11 71.88 91.73 71.88 91.73 68.39 90.6 26.75 77.11 26.75 77.11 20.1 74.96 13.46 77.11 71.88 96.03"/><polygon class="svg_documentStackLayout" points="71.88 112.57 130.3 93.65 123.65 91.5 117.01 93.65 117.01 93.65 71.88 108.27 71.88 108.27 68.39 107.14 26.75 93.65 26.75 93.65 20.1 91.5 13.46 93.65 71.88 112.57"/><polygon class="svg_documentStackLayout" points="117.01 110.15 117.01 110.15 71.88 124.76 71.88 124.76 68.39 123.63 26.75 110.15 26.75 110.15 20.1 107.99 13.46 110.15 71.88 129.07 122.38 112.71 122.38 108.41 117.01 110.15"/><path class="svg_documentStackLayout" d="M71.88,63.46l58.42-18.92-58.42-18.92L13.46,44.53l58.42,18.92Zm0-33.54l45.13,14.62-45.13,14.62-45.13-14.62,45.13-14.62Z"/><path class="svg_documentStackLayout" d="M131.82,105.91c-.18-.18-.37-.33-.57-.47-1.4-.97-3.34-.83-4.58,.42-.76,.76-1.1,1.78-1.03,2.78,.05,.84,.39,1.67,1.03,2.31,.1,.1,.22,.18,.33,.27,.08,.06,.16,.14,.24,.2,1.4,.97,3.34,.83,4.58-.42,1.41-1.41,1.41-3.69,0-5.09Z"/></svg></span> <h3 class="a-blueHeadline__text font__color--blue">Experience Governance</h3> <p class="m-nestedNavCard__description">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.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><?xml version="1.0" encoding="UTF-8"?><svg aria-hidden="true" id="pro_svg_flowChart" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.svg_flowChart{fill:none;}.svg_flowChartLayout{fill:#5D7B9A;}</style></defs><title>Pro Workflow Flowchart</title><rect class="svg_flowChart" x="60.85" y="24.47" width="25.02" height="25.02"/><rect class="svg_flowChart" x="16.46" y="98.02" width="25.02" height="25.02"/><rect class="svg_flowChart" x="60.85" y="98.02" width="25.02" height="25.02"/><g><path class="svg_flowChartLayout" d="M105.25,98.02h25.02v20.32h5v-25.32h-15.01v-22.06h-44.4v-16.47h15.01V19.47H55.85V54.49h15.01v16.47H26.47v22.06H11.46v35.02H46.48v-35.02h-15.01v-17.06h39.39v17.06h-15.01v35.02h35.02v-35.02h-15.01v-17.06h39.4v17.06h-15.01v35.02h25.32v-5h-20.32v-25.02Zm-63.77,0v25.02H16.46v-25.02h25.02Zm44.4,0v25.02h-25.02v-25.02h25.02Zm-25.02-48.53V24.47h25.02v25.02h-25.02Z"/><path class="svg_flowChartLayout" d="M135.27,122.96c-.65-.63-1.53-1.02-2.5-1.02s-1.85,.39-2.5,1.02c-.03,.03-.06,.06-.08,.08-.63,.65-1.02,1.53-1.02,2.5s.39,1.85,1.02,2.5c.65,.68,1.57,1.1,2.58,1.1,1.99,0,3.6-1.61,3.6-3.6,0-1.02-.42-1.93-1.1-2.58Z"/></g></svg></span> <h3 class="a-blueHeadline__text font__color--blue">Customer Journey Mapping</h3> <p class="m-nestedNavCard__description">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.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> <div title="" class="m-nestedNavCard column is-12-mobile is-6-tablet is-4-desktop is-3-widescreen is-3-fullhd m-nestedNavCard--lockWidth"> <div class="m-nestedNavCard__wrapper m-nestedNavCard__wrapper--medium m-nestedNavCard__wrapper--grid4 is-flex"> <div class="m-nestedNavCard__href m-nestedNavCard__cta is-flex"> <div class="m-nestedNavCard__article m-nestedNavCard__article--trimmed"> <span class="m-nestedNavCard__svg"><?xml version="1.0" encoding="UTF-8"?><svg aria-hidden="true" id="Pro_person_multitasking" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 144 144"><defs><style>.b{fill:none;}.c{fill:#5D7B9A;}</style></defs><path class="b" d="M58.48,84.62h27.05c-1.18-6.39-6.79-11.25-13.52-11.25s-12.34,4.86-13.52,11.25Z"/><circle class="b" cx="129.03" cy="72" r="5.76"/><circle class="b" 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<h3 class="a-blueHeadline__text font__color--blue">Experience Orchestration</h3> <p class="m-nestedNavCard__description">We help customers power cross-channel personalisation at scale by providing context and access to the right knowledge, data, and behaviors.</p> </div> <span class="m-nestedNavCard__stripe"> </span> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div> <div> <div class="paragraph paragraph--type--pr-text-image-quote paragraph--view-mode--default"> <div class="o-foldImgContent" data-aos="fade-up" > <div class="container"> <div class="columns is-multiline"> <div class="column is-4-widescreen is-5-desktop has-text-left is-offset-1-desktop is-offset-1-widescreen is-12-tablet o-foldImgContent__imgTop"> <img alt="" title="Customer Experience " class=" lazyload a-contentNotchedImg a-contentNotchedImg--clBR" src="/sites/default/files/styles/is_body_content_area/public/2024-05/customer-experience.jpg?itok=ZuRnsNtV"> </div> <div class="column 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