CX backwards is eXCellence!

What can CX do for you?

Customer Experience, or CX, is the way to win the hearts and minds of customers in today’s competitive marketplace. Set your company apart through the experience your employees deliver at every touchpoint. You will gain happier customers and employees. Ready to transform your CX? Pivot is here to help you.

CX Process Overview

Customer Experience offerings

Employee training

Build a strong foundation. Get your team together for personalized training from our certified CX experts. Maintain excellence with consistent reinforcement tune-ups.

Journey mapping

Go on an adventure. We will map out each stage of your unique customer journey and better understand needs and perceptions.

Accountability & metrics

Set standards, receive helpful feedback, note improvement, and measure your success by asking customers the important questions. Your custom dashboard awaits!

Our process

Engaged employees = happier customers

All aboard! We are your tour guides. Pivot’s proven CX approach inspires employees, uncovers improvements, and guides you through defining an amazing experience for both customers and employees.

What can we achieve together?

Greater customer satisfaction and loyalty
Better processes
Consistency through a defined experience model
Simpler, easier experiences
Better employee experience and engagement

Journey mapping

Find out how to better serve customers by mapping out their journey and perceptions. Pivot leverages its insight into the broadband industry to help you identify touchpoints along a customer’s journey and then assess that journey by surveying both employees and customers.

Experiential design

Design meaningful touchpoints that meet the standards of the CX program you set. 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.

Accountability

Coach employees on the CX standards set. Measure the impact of the program. Draw from data to determine the impact of your work and opportunities for improvement. Utilizing Pivot’s proven Call Coaching and Voice of the Customer programs, we help you coach your team and make adjustments based on real calls with customers, surveying, and CX metrics.

Reinforcement

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

Customer Experience FAQs

Just in case we lost ya up there.

We define clear success metrics at the start — like increased Net Promoter Score (NPS), call resolution rates, customer retention, and revenue per customer — and track progress throughout the project.

Absolutely. We help you design, implement, and analyze surveys and feedback systems so you get actionable insights instead of just data.

Journey mapping identifies touchpoints (interactions) along the journey of a customer. We then gather feedback on what the experience is like, using that research to identify points of frustration and opportunities to improve the customer experience. Pivot guides your team through addressing these pain points in its comprehensive CX program.

Yes! We provide customized coaching and training designed to help your teams deliver consistent, high-quality interactions that reflect your brand values and improve customer satisfaction.

Yes. Many clients choose to continue working with us beyond the initial project with CX consulting, voice of the customer surveying, call coaching, reinforcement training program, and in-person CX refresher training.

Not necessarily. We help identify what’s working, what needs refinement, and where new approaches could add value — so improvements feel realistic, not overwhelming.

Not at all. While processes can be a key opportunity to improve both the customer and employee experience internally, look at the trifecta of people, product and process. We help your team look for opportunities to improve the experience in these three areas.

It’s simple! Reach out to us, and we’ll schedule a conversation to learn more about your needs and suggest next steps.