Our customer experience consulting services
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.
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
Key partners
We partner with best-in-class technologies to bring leading thinking and capabilities to our clients. Our primary partners include:
Leadership
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.
Featured insights and client stories
Frequently asked questions
What is customer experience consulting?
+Customer experience consulting involves advising 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 the Netherlands, such as Protiviti, uses a range of tools and methodologies to assess the current customer experience, identify areas for improvement and implement strategies to enhance it.
How does customer experience consulting work?
+Customer experience consulting evaluates an organisation’s customer interactions to identify improvement opportunities. Consultants analyse customer feedback and data, then design and implement solutions such as process improvements or targeted training. They measure the impact on satisfaction and engagement and refine strategies to strengthen customer loyalty and business outcomes.
In what ways can companies impact the customer experience they deliver?
+Customer experience is shaped across multiple touchpoints, including:
- Direct interactions, such as purchasing products or contacting 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 form the foundation of an effective customer experience strategy.
What does a customer experience consultant do?
+A customer experience consultant analyses how an organisation engages with its customers, identifies areas to strengthen 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?
+Customer experience consulting services promote 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?
+Customer experience consulting services help organisations unlock revenue growth, strengthen customer loyalty and improve operational efficiency. These services also establish long-term governance, deliver data-driven insights and introduce agile ways of working. This keeps customer experience strategies effective in a fast-changing digital environment.
How do customer experience consulting services leverage AI and emerging technologies?
+Today’s customer experience consulting services use AI, automation and real-time analytics to personalise interactions, streamline customer journeys and improve engagement across channels.
Protiviti the Netherlands 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?
+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 to align teams, measure impact and reinforce a customer-first culture.
