Customer Experience (CX) 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 customer experiences that offer excitement, build trust and drive business growth.We operate at the intersection of customer experience strategy, design, technology enablement and governance to unlock revenue growth and customer loyalty. Our customer experience services We leverage relationship-powered practices to help you reimagine your customer 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, programs and managed services. Pro Document Stack Experience governance Infusing customer experience 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 to building a comprehensive customer experience strategy 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 customer experience strategies 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 experience 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.To learn more about our additional digital solutions, click here. Leadership Adam Johnston Adam is the country market lead for Hong Kong. With over 15 years’ experience, he has spent much of his career consulting to Fortune 500 organisations, helping them solve complex transformation, and resourcing programs and projects. Adam’s specialisation is ... Learn More Patrick Pang Patrick is a senior director in intelligent automation and digital services with over 20 years of experience in the financial services industry. He has extensive knowledge of various business domains in retail and commercial banking. He has 15 years of IT project ... 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 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. BLOGS Meeting digital retail's high customer expectations means being clear-eyed about weaknesses and capabilities Today’s digital retail consumers have little tolerance for organisations that do not meet high customer service standards for accurate and timely fulfillment of orders. Transparent and real-time communications about order status have become an... 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... 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... 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... 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... Button Button User-Centric Design, Accelerated by AI, Unlocks Digital Experience for Women’s Bond Club Protiviti collaborated with WBC members and non-members to collect feedback, design, and develop a user-friendly, intuitive site. We assisted in the modernisation of the site’s utility and architecture to enhance engagement. Leveraging existing technologies and an agile approach, we seamlessly integrated AI into site. Read more Global Retailer Goes Digital: Revitalising Store Operations and Enhancing Community Commitment This client is a global footwear company, home to a diverse portfolio of admired brands, that prides itself on meeting customers where they want to shop. Its brands can be found in its e-commerce sites, department stores, and more than 1,000 branded retail stores. Read more