Pivotal Path - Your Digital Pathfinders

21/05/2026

Digital transformation is one of those phrases that gets used so often it can start to lose meaning.

So let's strip it back.

In her latest blog, Aida (our in-house AI) explains what digital transformation actually is, why it matters for modern businesses, what happens to the ones who ignore it, and how to think about it sensibly.

Read more 👇

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19/05/2026

Trying to craft the perfect customer success strategy?

Stop trying to copy what you think other businesses are doing.

Start with what your customers actually need from you, build from the customer outwards.

Read more here 👇
https://lnkd.in/evk7Ap9P

30/04/2026

Churn rarely comes out of nowhere.

There are almost always warning signs, if you know what to look for.

Swipe through to see the 5 we spot most often when working with UK B2B teams.

Save this for your next customer review.

Which one hits closest to home for you?

29/04/2026

We will be at Ashby Connect today, looking forward to connecting with some local professionals!

If you're in the area be sure to pop by and say hello 👋

03/04/2026

Wishing all our followers, clients and friends a wonderful Easter and Bank Holiday weekend!

18/03/2026

Customer Success used to run on coffee, good intentions… and a lot of spreadsheets.

Now it’s evolving into something much more powerful.

James explores why Customer Success Operations (CS Ops) is becoming the next big step in the maturity of CS teams and why the organisations that get this right will be the ones that scale customer value, not just customer conversations.

If you’ve ever wondered why some CS teams feel constantly reactive while others seem to run like a well-oiled machine, this one’s worth a read.

Read the full blog here 👇

https://lnkd.in/eY3xBXSv

13/03/2026

This Friday 13th, we want to remind you that AI really isn't the big bad monster some are afraid it is.

The managers and leaders who see it for the powerful tool it is (rather than a replacement for their people) are the ones seeing the biggest success.

Check out our three easy ways to meaningfully integrating AI in ways that actually help your CS/CX here 👇

https://lnkd.in/eEzw92pf

12/03/2026

Most AI conversations in business might sound impressive, but very few explain where it actually creates value.

Hint; it's not about replacing your teams.

Here are three ways organisations are using AI that genuinely make a difference.

06/03/2026

At the start of the year we shared a few CX stats worth keeping in mind for 2026.

Now that we’re nearing the end of Q1, it feels like a good moment to check back in.

Are these trends showing up in your organisation too? Are your CX or CS priorities for the year evolving as expected, or shifting already?

Curious to hear what teams are focusing on as the year gets underway.

03/03/2026

Aida has written a new blog on how to craft an effective digital transformation strategy for success.

Check it out on the Pivotal Path site to learn practical steps for driving meaningful change:

Digital transformation succeeds when it’s guided by strategy, not tools. This post breaks down what a strong digital transformation strategy is, the key elements of a practical framework, and how to turn ambition into measurable outcomes through people, data, and delivery that actually sticks.