CX advisory: Transforming customer interactions
Customer experience (CX) is the full arc of engagement and experience a business delivers to its customers at every interaction across their journey. In today’s digital-first world, it reflects how well an organisation aligns its people, processes, and platforms to deliver consistent, measurable value.
However, delivering exceptional value and impact requires more than technology and tools—it demands empathy, insight, and orchestration. We help businesses craft journeys that are not only efficient and scalable, but also emotionally resonant and strategically aligned.
Our CX advisory services sit at the intersection of digital innovation and customer-centric transformation—making experiences measurable, repeatable, and central to brand strategy.
What are the core pillars of customer experience?
At the heart of exceptional customer experience lies the seamless integration of people, processes, and technology. When these elements work in harmony, organisations can anticipate needs, reduce friction, and create long-term value across every stage of the customer journey.
People
- Your employees and partners are the face of your brand. They shape customer perceptions through every interaction—from sales conversations to support calls.
- Empower employees to deliver consistent, empathetic interactions that shape trust and loyalty.
Process
- Well-designed processes ensure experiences are consistent, reliable, and scalable. They bridge intent and delivery by structuring how services are offered and supported.
- Build efficient, repeatable systems to ensure reliable experiences across all touchpoints.
Technology
- The right platforms turn insights into action. Technology empowers teams to deliver personalised, timely, and seamless experiences—often before the customer asks.
- Use data and automation to deliver seamless, personalised experiences at scale and amplify capabilities of people and processes.
How Grant Thornton Bharat can help
Our CX advisory services help organisations enhance their interactions with customers across all touchpoints. The goal is to create seamless, meaningful, and satisfying experiences that drive customer loyalty, satisfaction, and business growth.
Our offerings
Advisory
- CX maturity assessments
- Journey audits and benchmarking
- VoC analysis
- Tech landscape evaluation
- Experience strategy and roadmap
- GTM strategy
- Business growth strategy
- Process optimisation
- Digital interventions
Enablement
- Experience and service design
- Digital experience optimisation
- Initial prototyping and CX testing
- Governance and execution
- Digital interventions
- KPI tracking and continuous improvement
Why Grant Thornton Bharat for CX advisory
At Grant Thornton Bharat, we help businesses move beyond operational efficiency to deliver transformative customer experiences. By empowering people, aligning processes, and leveraging the right technologies, our CX advisory services are designed to build lasting customer relationships, unlock business value, and drive sustainable growth.
Key benefits to clients
- Boost loyalty and lifetime value through personalised, consistent experiences.
- Optimise costs through efficient resource utilisation backed by data.
- Drive revenue by aligning CX with business goals and data.
- Aligning platform integrations to people and processes to drive operational efficiency.
- Turn every touchpoint into a competitive advantage throughout the customer journey.
Our resources
Creating meaningful customer experiences that drive impact
We offer end-to-end support to help clients build customer experiences that are seamless, strategic and sustainable.