Client Story Library

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…

A global insurance company — like so many other businesses — had come to rely on a service provider in India for finance operations support. It had no plan to change that arrangement. Then COVID struck. One week before 2020’s first-quarter closing, the Indian government prohibited workers from leaving their homes. This ruling lasted for 21 days as the nation struggled to limit its COVID infection rate.

Today’s corporate trailblazers have to go beyond responding to change — they must anticipate and be ready for it, even be the change agents themselves. The chief audit executive of one of the largest global pharmaceutical companies headquartered in the UK saw her role in these terms when the company needed to redefine its internal structure and strategy to respond more effectively to market needs. The company’s…

Complex revenue arrangements, multiple services and a plethora of payment options create a tangled web for healthcare companies — a web they must untangle to properly account for revenue, especially if they are part of a portfolio or considering a public offering on their own. Adding pressure to complexity, today’s regulatory environment continues to place greater compliance requirements — including sweeping reform…

Companies experiencing rapid growth frequently find it difficult to scale their operations at a pace that fully supports the expanding business. For one healthcare company in particular, that task became even more challenging last year when a global pandemic ushered in remote working and further separated intensely data-centric functions that happened to be siloed in the first place.

Organisations striving for excellence are increasingly becoming interested in a new vision of what internal audit can be. They are recognising that the internal audit function could be much more than a corporate rule enforcer and could transform into a valuable risk adviser to the business instead.

The best businesses not only build markets, they also continually improve their systems and processes to support that growth. That was the case recently when a major U.S.- based manufacturer of technology products realised its success was outpacing its capabilities in two key areas: sales, inventory and operations planning (SIOP) and warehouse management.

When business leaders are committed to continuous improvement, their organisations thrive under normal circumstances. But they also demonstrate extraordinary resilience when faced with unforeseen challenges. This story is about one healthcare nonprofit’s determination to “do even better” in its internal audit operation, which resulted in immediate opportunities to create value and a road map to long-term excellence…

Businesses the world over are adopting Robotic Process Automation (RPA) to lower costs, increase efficiency and improve operational quality. Some businesses have begun by implementing readily available off-the-shelf RPA technology, only to find coding a few bots is not sufficient to build a sustainable RPA program. Succeeding with RPA — that is, deriving the greatest value from the RPA investment — calls for a…

Data privacy has become a strategic priority as companies adapt to comply with rapidly proliferating data privacy laws. Recent years have seen the adoption of the European Union’s General Data Protection Regulation (GDPR), the more recent California Consumer Protection Act (CCPA), and similar regulations. These safeguards require companies to document the types of protected personal data used in their businesses and…