The Customer Journey

September 17-19, 2019

The Customer Journey

PIVOT FORWARD IS PIVOT’S BIENNIAL CLIENT EVENT FOR NETWORKING, LEARNING, AND LAUGHING!

2019 will mark Pivot’s eighth Forward conference, which is now a biennial event (that’s every two years, grammar wonks). Each Pivot Forward conference features sessions on marketing (digital and traditional), customer experience, research, web trends, social media, and more.

Speakers include members of the Pivot team and guest speakers from inside and outside of the broadband industry. We also have a ton of FUN, with excursions to some of Portland’s best places for food and entertainment. There’s also ample time to discuss the topics on your mind with colleagues from the industry, all wrapped into an easy-going three-day schedule.

The theme for 2019’s Pivot Forward conference is the Customer Journey. Our sessions will explore the various touch points of a customer navigating the services and products offered by companies in the broadband world. Attendees will come away from the sessions with valuable insight and tools to improve the journey they offer their customers.

Sessions

Pivot Forward explores the customer journey through distinct "Acts," over the two day agenda, outlining their role in the overall customer experience. Specific ideas and tactics will be offered to improve the journey.

Reception

Reception

Projected Time: 5:30 pm – 7:30 pm

Kimpton Hotel Monaco Portland
Continental Breakfast

Continental Breakfast

Projected Time: 8:00 am – 8:45 am

Introductions

Introductions

Projected Time: 8:45 am – 9:00 am

Act 1: The Journey Begins

Act 1: The Journey Begins

Projected Time: 9:00 am – 11:30 am

Before customers ever contact you, they’ll learn about you one way or the other— they’ll see an ad, hear about you from a friend, or visit your website. In Act 1, we’ll look at how the customer journey begins and what you can do to improve the experience (even before the customer is a glint in your eye).

The First Encounter

Checking You Out

Refreshment Break

Refreshment Break

Projected Time: 10:30 am – 10:45 am

Lunch

Lunch

Projected Time: 11:30 am – 12:30 pm

Act II: Critical Moments

Act II: Critical Moments

Projected Time: 12:30 pm – 3:00 pm

Their interest piqued, customers contact you or drop into the office. This is your big chance: what will the experience be as they talk to you about service, have the opportunity to ask questions and hear recommendations, and then place an order. This is your do-or-die moment.

The Phone Call

The Office Visit

Order or Disorder?

Refreshment Break

Refreshment Break

Projected Time: 3:00 pm – 3:15 pm

Act III: Where the Rubber Hits the Road

Act III: Where the Rubber Hits the Road

Projected Time: 3:15 pm – 5:00 pm

The signup went through—you’re on your way with your new customers. Now you have a chance to impress them, or to give them their first bitter pill. Which will it be? The installation is an opportunity of experiential proportions.

On Whose Schedule?
Installation Motivation
You’ve Got a Customer!

Dinner at Pivot

Dinner at Pivot

Projected Time: 6:00 pm – 8:00 pm

Continental Breakfast

Continental Breakfast

Projected Time: 8:00 am – 8:45 am

Introductions

Introductions

Projected Time: 8:45 am – 9:00 am

Act IV: Keeping In Touch

Act IV: Keeping In Touch

Projected Time: 9:00 am – 12:00 pm

Once your customers are signed up and their services are installed, you’ll have fewer opportunities to reach out to them. But every touchpoint is important. And keeping customers happy on this part of the journey doesn’t mean “Call us if you need us”—you’re a partner all the way.

Pros at Proactivity
Hi, My Name Is Bill
Help!
Measuring ongoing customer satisfaction

Refreshment Break

Refreshment Break

Projected Time: 10:30 am – 10:45 am

Lunch

Lunch

Projected Time: 12:00 pm – 1:00 pm

Act V: Have a Nice Life

Act V: Have a Nice Life

Projected Time: 1:00 pm – 4:00 pm

In our industry, customers don’t tend to stay with us for a year or two— they’re with us for the long haul. How do you maintain the relationship? How do keep it fresh and exciting? If you were on a journey with someone for decades, how would you treat them? How would you respond when they reach out to you? What tools would you equip them with?

And Then, Something Happened!
Getting Social
Serve Us with Service

Refreshment Break

Refreshment Break

Projected Time: 2:15 pm – 2:30 pm

The Journey Ends… For Now

The Journey Ends… For Now

Projected Time: 4:00 pm

Venues

The Paramount

Sept 17th – 19th
808 SW Taylor St, Portland OR 97205
(503) 223-9900

Block Code: PIVOT

Book Now

Elysian Ballroom

Sept 17th – 19th
918 SW Yamhill St, Portland, OR 97205

Learn More

Kimpton Hotel Monaco Portland

Sept 17th
506 SW Washington St

Learn More

Registration

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