Build Value Through Customer, Employee & Brand Experience
We help organizations design, measure, and improve customer, employee, and brand experiences — not as isolated initiatives, but as strategic drivers of growth.
Whether you’re starting from scratch or enhancing an existing program, we help you design and implement experience strategies that are insight-driven, measurable, and built for long-term impact.
Experience management is no longer optional — it’s essential for building trust, driving growth, and staying relevant. Done well, it helps you:
- Strengthen your brand by aligning it with real experiences
- Identify and act on customer and employee needs before issues escalate
- Increase customer value, upsell opportunities, and loyalty
- Boost employee motivation and engagement
- Turn data into action faster — across every key moment
- Align internal teams around what matters most to people, not assumptions
What we offer
Customer experience program
• We help you build a customer experience (CX) program that connects feedback, operational data, and strategic goals. Whether you’re just starting out or scaling an existing program, we help turn your customer insights into measurable impact.
Employee experience program
• We help you build an employee experience (EX) program that goes beyond engagement surveys. From onboarding to exit, we help you understand what matters most to your people — and how to take meaningful action at every step of the employee journey.
Brand experience
• From first impressions to lasting loyalty, every touchpoint shapes how customers, employees, and partners perceive and trust your brand. We help you measure and manage brand experiences to ensure alignment between what your brand promises and what people actually experience.
Technology implementation/integration
• Whether you’re switching platforms or just getting started with experience management, our team can help. We help you choose the right technology to support your Customer Experience (CX) and Employee Experience (EX) programs — from simple setup and training to full-scale implementation and ongoing management.
Process management
• When you need additional resources with managing your CX or EX program, we can step in to manage your processes—handling tasks such as data gathering, survey distribution, and day-to-day program coordination.
Survey design & programming
• We create tailored surveys that capture meaningful feedback, ensuring technical accuracy and a seamless respondent experience.
Insights & action recommendations
• We translate data into clear insights and strategic actions that drive impact and support better decision-making.
Cases
Valio
Developing a holistic Customer Experience program
PBI has worked together with Valio, a consumer goods manufacturer and supplier, in planning and implementing of their Customer Experience program, with its integrations, surveys, and reporting practices since 2020.
Using PBI’s certified technical knowledge in Qualtrics, Valio has centralized and developed their customer experience program to gather insights from multiple channels. Valio continues to implement and expand their customer experience program to drive continuous improvements for their customer experiences.
