Customer Experience CX
At Pivotal Research, customer experience is more than a score — it’s the foundation for stronger services and lasting loyalty
We design frameworks to measure customer experience across organizations. These go beyond outputs to include relational and outcome-focused metrics, engaging every level of the organization — from boards and executive leadership to managers and frontline staff. Our frameworks are used by municipalities, pension boards, businesses, and human service agencies to measure what matters most and strengthen accountability.
We map the full customer journey to identify touchpoints, pain points, and moments that matter most. Our insights help organizations redesign processes, optimize interactions, and create seamless, satisfying experiences.
Our Voice of Customer programs capture customer needs and expectations in depth. Using advanced analytics, visualization, and KPI integration, we link feedback directly to business priorities and service improvements.
We capture in-the-moment reactions through mobile ethnography, pulse surveys, and real-time dashboards. This immediacy enables organizations to respond quickly, adjust strategies, and sustain high levels of engagement and satisfaction.
