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.

No sessions found for 09/17/2019
Continental Breakfast

Continental Breakfast

Projected Time: 8:00 am – 8:30 am

Introductions

Introductions

Projected Time: 8:30 am – 8:45 am

Act 1: The Journey Begins

Act 1: The Journey Begins

Projected Time: 8:45 am – 10:00 am

• The first encounter
• Checking you out
Refreshment Break

Refreshment Break

Projected Time: 10:00 am – 10:20 am

Act I: The Journey Begins (continues)

Act I: The Journey Begins (continues)

Projected Time: 10:20 am – 12:00 pm

Lunch

Lunch

Projected Time: 12:00 pm – 1:00 pm

Act II: Critical Moments

Act II: Critical Moments

Projected Time: 1:00 pm – 2:10 pm

• The phone call
• The office visit
• Order or disorder?
Refreshment Break

Refreshment Break

Projected Time: 2:10 pm – 2:30 pm

Act II: Critical Moments (continues)

Act II: Critical Moments (continues)

Projected Time: 2:30 pm – 4:00 pm

Dinner at Pivot

Dinner at Pivot

Projected Time: 6:00 pm – 8:00 pm

Continental Breakfast

Continental Breakfast

Projected Time: 8:00 am – 8:30 am

Introductions

Introductions

Projected Time: 8:30 am – 8:45 am

Act III: Where the Rubber Hits the Road

Act III: Where the Rubber Hits the Road

Projected Time: 8:45 am – 10:00 am

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

Refreshment Break

Projected Time: 10:00 am – 10:20 am

Act III: Where the Rubber Hits the Road (continues)

Act III: Where the Rubber Hits the Road (continues)

Projected Time: 10:20 am – 12:00 pm

Lunch

Lunch

Projected Time: 12:00 pm – 1:00 pm

Act IV: Keeping In Touch

Act IV: Keeping In Touch

Projected Time: 1:00 pm – 2:10 pm

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

Refreshment Break

Projected Time: 2:10 pm – 2:30 pm

Act V: Have a Nice Life

Act V: Have a Nice Life

Projected Time: 2:30 pm – 4:00 pm

• And Then, Something Happened!
• Getting Social
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

Registration

Please complete registration to join us at Pivot Forward


A one-time $350 registration fee will be billed at a later time.
Agenda subject to change.