customer experience audits - protiviti · 2018-06-14 · brand recognition, greater customer and...
TRANSCRIPT
Internal Audit, Risk, Business & Technology Consulting
• Inconsistent processes
• Lack of clear ‘Voice of the Customer’
• Unknown sources of risks
• Over-reliance on manual processes
• Improved business decisions
• Increased operating effectiveness and reduced administrative costs
• Quick and effective root cause analysis
• Timely correction of errors and removal of downstream impacts
• Enhanced management information reporting
• Enhanced protection of key data assets
The continual shift in customer expectations combined with emerging risks associated with
data, new regulations, digital disruption, and changing business models is forcing organiza-
tions to think about customer experience (CX) in new ways. CX initiatives can no longer be a
stand-alone function, they must align with the overall strategic objectives of the organization.
Together, MaritzCX, Voice of Customer (VoC) experts and technology platform and Protiviti’s
robust internal audit and business improvement capabilities, bring a new approach to
addressing emerging risks and identify trends based on customer feedback. Customers are
looking for faster responses to inquiries, more streamlined approaches to resolving issues,
and positive feelings throughout the experience while organizations are focused on stronger
brand recognition, greater customer and employee retention, and increased revenue. Our
six-phase CX Audit framework is instrumental to understanding and adjusting company
strategies and processes across the organization to better reflect alignment with customer
demand and company perception.
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Why CX Audit
BUSINESS BENEFITSBUSINESS CHALLENGES
Where are you today Where you would like to be
UNCERTAINTY CLARITY
Customer Experience Audits
© 2018 Protiviti Inc. An Equal Opportunity Employer M/F/Disability/Veterans. PRO-0318-104279 Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services.
Protiviti is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help
leaders confidently face the future. Protiviti and our independently owned Member Firms provide consulting solutions in finance, technology,
operations, data, analytics, governance, risk and internal audit to our clients through our network of more than 70 offices in over 20 countries.
We have served more than 60 percent of Fortune 1000® and 35 percent of Fortune Global 500® companies. We also work with smaller,
growing companies, including those looking to go public, as well as with government agencies. Protiviti is a wholly owned subsidiary of
Robert Half (NYSE: RHI). Founded in 1948, Robert Half is a member of the S&P 500 index.
OPTIMIZATION AND TRANSFORMATIONCUSTOMER EXPERIENCE AUDIT APPROACH & METHODOLOGY
Customer Experience Audit Approach & Methodology
Set Foundation
Assess & Identify
Select & Review
Sample & Test
ReportChange, Sustain,
& Monitor
Protiviti & MaritzCX
Client
CX Audit Areas of Focus
Our CX Audit has six key areas of focus that organizations should review and assess to understand both direct
and indirect correlations of customer experience to the overall business structure. Through these key areas,
management will be able to understand and garner customer insights and drive necessary change to keep up
with market trends and demand.
Contacts
Richard ChildsManaging [email protected]
Bryan Comite Managing [email protected]
Randall CoxworthManaging [email protected]
Jason RobertsManaging [email protected]
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Vision & Strategy Manage Customer Services
Technology
Market Products & Services Human Capital
Manage Business Capabilities
Customer