MaritzCX and Protiviti Unveil Customer Experience (CX) Audit, a Targeted Approach to Better Business Clarity and ROI
New audit takes deep dive into the customer experience as part of business risk assessment
Lehi, Utah and Menlo Park, Calif. — June 28, 2018 — Maintaining customers along with identifying and addressing shifts in customer preferences are among the top risks in a recent study of 728 global executives conducted by Protiviti and North Carolina State University’s ERM Initiative*. To address these risks, MaritzCX, customer experience (CX) and platform technology experts and global consulting firm Protiviti, introduce the CX Audit.
The CX Audit, consisting of six phases based on Protiviti’s internal audit methodology, reviews and assesses an organization’s people, processes and technology to understand both the direct and indirect impact of these capabilities on the customer experience.
“Audit professionals are continually looking for innovative ways to improve their strategic partnership across the businesses they support and deliver meaningful value in evaluating the risks and opportunities present in a rapidly evolving and dynamic environment. We believe strongly that customer experience is a critical area for every organization to assess,” said Brian Christensen, a Protiviti executive vice president and global leader of the firm’s Internal Audit practice. “An audit of all customer experience aspects can provide critical insights that, when aligned with the overall strategic objectives of the organization, will replace uncertainty with clarity, and improve performance, company perception and profit.”
Organizations’ customer experience is part of hundreds of day-to-day processes and activities. The CX Audit includes the following six areas of focus:
- Vision and Strategy ‑ assessing business strategy and the management of strategic initiatives against the CX and overall vision
- Market Products and Services ‑ including both service and delivery as well as the markets, customers and company’s capabilities
- Manage Customer Services ‑ spanning both customer care and service operations
- Human Capital ‑ employees and CX engagement
- Technology ‑ encompassing strategy, architecture and security, privacy and data protection controls
- Business Capabilities ‑ managing process and organizational change related to business intelligence
“ROI is at risk if customer expectations are not being identified and met,” said Mike Sinoway, president and CEO of MaritzCX. “Together with Protiviti, the CX Audit is a connection to the real world. It uncovers the hard-to-find customer experience insights that directly impact the bottom line.”
For more on Delivering Superior CX Through Risk Assessments or information about customer experience offerings available from MaritzCX and Protiviti, please visit MaritzCX and Protiviti, respectively.
MaritzCX is customer experience (CX) management for big business. High-value CX programs are critical for every organization. We combine CX software, data and research science, deep vertical market expertise, and managed program services to help accelerate client success. CX programs that are most impactful drive the right kind of actions throughout the company and support a strong business case. MaritzCX seeks to partner with companies that insist on effective and high-ROI CX. Our customers include global brands from the Automotive, Financial Services, Travel & Hospitality, Consumer Technology, Telecom, Retail, B2B, Energy and Utilities industries.
Protiviti (www.protiviti.com) 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.
Protiviti has served more than 60 percent of Fortune 1000® and 35 percent of Fortune Global 500® companies. Protiviti also works 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. Founded in 1948, Robert Half is a member of the S&P 500 index.
Stephanie Miller, Penna Powers for MaritzCX, C: 801-209-8634, firstname.lastname@example.org
Kathy Keller, Protiviti, O: 408-808-3242, email@example.com
*Executive Perspectives on Top Risks for 2018, (https://www.protiviti.com/US-en/insights/bpro99)