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Customer Experience

How do you make your customers feel?

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Customer Experience, or CX, is the way to win the hearts and minds of customers in today’s competitive marketplace. Our metrics prove that the changes we help you make have a positive impact on your bottom line, your customer satisfaction, and your employee culture. Pivot’s certified CX professionals will guide you through the process. You will gain both happier customers and employees and a healthier company overall.

Customer Experience Resources

Pillars of CX

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Definition of CX Process

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The CX Foundational training that Pivot provided for Totelcom was instrumental in our understanding of the environment our customers are in and the changes our company needs to make to provide the experience they are demanding. Competition will be a factor in all our future expansion, and this training program will equip us with the tools and more importantly the teamwork skills required to be successful in any future environment. Jeremy and Aaryn are outstanding facilitators and teachers and make what can be an uncomfortable accounting of the deficiencies of your customer experience a truly positive learning situation.
Jennifer Prather | Vice-President & General Manager | Totelcom

Customer Experience Services

Mgmt_Coaching FOUNDATIONAL CX TRAINING & REINFORCEMENT
Mgmt_Coaching

FOUNDATIONAL CX TRAINING & REINFORCEMENT

Pivot will introduce why CX is important and what it is to your employees, leaving them inspired and energized about making changes.

Cust_JourneyMap JOURNEY MAPPING
Cust_JourneyMap

JOURNEY MAPPING

Pivot will help you identify touchpoints along a customer’s journey with you and then assess that journey by surveying both employees and customers.

Strategic_Planning EXPERIENTIAL DESIGN & IMPLEMENTATION
Strategic_Planning

EXPERIENTIAL DESIGN & IMPLEMENTATION

Based on the journey mapping, Pivot will work with your team to identify and solve issues within your CX, helping you define what that CX should be and training your employees on how to deliver it.

Sales Growth CX ACCOUNTABILITY & MEASUREMENT
Sales Growth

CX ACCOUNTABILITY & MEASUREMENT

Utilizing Pivot’s proven Call Coaching and Voice of the Customer programs, we help you monitor and make adjustments based on real calls with customers, surveying and CX metrics.

Product_Training CX CONSULTATION
Product_Training

CX CONSULTATION

Any transformation takes commitment and reinforcement. Our team comes along side you to provide recommendations and guidance to keep your team focused and energized.

Let’s start the conversation

Something made you read all the text on the page—some need, some opportunity, some burning issue your company has. We’d love to hear more about you and have the chance to tell you more about us. Where do you want to go? We’re ready to help you get there.