RELEASE 8.0 AVAILABLE NOW
COPC CUSTOMER EXPERIENCE (CX) STANDARD
The Operational Playbook for CX. Built for AI.
Reimagined for the modern CX. Built on 30 years of proven results. Evolved to manage human and AI performance under one unified framework. Welcome to the COPC CX Standard, Release 8.0.
The Modern CX Challenge
Many CX operations are currently trapped in firefighting mode, reacting to executive pressure to implement AI without a clear plan.
This leads to:
The AI Blind Spot
Technology deployed without governance, ethics, or performance verification
The Silo Effect
Bots and humans delivering experiences that feel like two different companies, damaging brand loyalty
The Execution Gap
Journey maps and strategy decks that never become operational reality
RELEASE 8.0 AVAILABLE NOW
Introducing The Solution: Release 8.0
One Framework Bringing People and Technology Together
Unified Channel Management
Manage live agents, chatbots, and self-service under a single set of guidelines for consistent design and accountability.
Built-In AI Governance
Go beyond the pilot phase with specific requirements for AI ethics, technology planning, and performance verification.
Service Journey Focus
Optimize the end-to-end service journey, ensuring seamless transitions between automated and human touchpoints.
Metric Flexibility
Choose the measures that fit your specific business while maintaining the rigor of the COPC CX Standard.
"For 30 years, the COPC CX Standard has helped organizations drive measurable improvement in customer experience operations. Release 8.0 extends that proven methodology to the challenges CX leaders face today—managing AI with rigor, unifying performance across channels, and bridging the gap between strategy and execution."
– Kyle Kennedy, COPC President and CEO
The COPC Difference
30 Years of Focus, Performance, and Global Leadership. We don't just provide ideas; we provide a measuring stick to ensure everyone in your organization is on the same page.
Organizations that use the COPC CX Standard report 2 - 5X ROI within the first year of adoption.
Client Spotlight
This multinational telecommunications company has leveraged the COPC CX Standard combined with COPC Certification for over 10 years across its sites and contact channels.
Turn Your CX Strategy Into Measurable Outcomes
Four foundational pillars through one unified framework. Expert-led training, implementation support, and certification help you get there faster.
Set direction. Align resources. Drive accountability.
Define your CX vision and ensure every team operates from the same playbook, ensuring governance keeps pace with innovation.
- CX vision and direction
- Business planning and target-setting
- AI ethics policies and CX technology plans
- Performance review structure and cadence
- Customer insight and analysis
- End-to-end service journey design
- Process design for human and automated channels
- Change management and business continuity
- People: recruiting, training, coaching, employee experience
- Business: workload, quality, service journeys, knowledge
- Support: vendors, reporting, corrective action
- Technology: AI governance and performance verification
- Customer and client experience performance
- Cost and efficiency results
- Key customer and support process performance
- Sustained target achievement
Choose The Standard That's Right For You
Begin your journey to CX Transformation today!
Contact Centers
Designed for BPOs and internal contact centers, it provides detailed guidance on what is required to achieve high performance. It combines proven operational processes, metrics, journey-based technology design, client requirements and high-performance standards.
Customer Operations
Designed for internal CX operations of all kinds (contact centers, self-service, AI), offering a framework to achieve high performance. It focuses on proven operational processes, metrics, journey-based technology design, AI governance and best practices that are impactful to business and customer results.
Already Using The Standard?
Release 8.0 introduces unified management for people and technology, built-in AI governance, and flexible metrics. See what's changed and how it affects your organization.
Key Dates & Timeline
If you are already using the COPC CX Standard, here’s what you need to know about the transition:
Available for free download
Available to Rel. 7.0+ CX Performance Leaders
For new certification clients
For current certified and recertified clients
Get Started
Don't Wait for the Industry to Move Without You!
Organizations that implement the COPC CX Standard Release 8.0 and prepare to upskill their teams now will be positioned to lead the market, avoid AI governance gaps, and align with modern RFPs.
Frequently Asked Questions
Have questions? We have answers. Everything you need to know about transitioning to Release 8.0, upskilling and more. Contact us if you don’t find your answer.
Release 8.0 provides unified management across channels (human and technology under one framework), built-in AI governance requirements, service journey optimization, and greater flexibility in which metrics you use. The core principles remain the same—Release 8.0 is an evolution, not a replacement.
The COPC Certification Process
A guided certification process that leads you from assessment to achievement, positioning your business to standout in CX excellence.
Learn from Experts
Join over 30,000 CX leaders who have had remarkable results by implementing best practices with expert guidance.