30th anniversary
Celebrating 30 Years of CX Transformation & Innovation
What began as a new way to manage CX has grown into a global framework guiding organizations through digital transformation and the next era of CX performance.
On my first day as a manager, I attended the famous COPC training, and it changed everything. Twenty-five years later, I still see the impact of the COPC team across the EMEA region, helping clients improve service journeys, elevate customer experience, and build operational processes that deliver consistent, cost-effective results.
I’m energized by the future of our industry. The latest COPC Standard provides the guidance organizations need, and our consultancy will continue to help clients and their customers thrive in a rapidly evolving CX landscape.
When COPC introduced its performance standard in 1996, we couldn’t have imagined how far the industry—and our company—would advance. Today, COPC has grown into a comprehensive CX consultancy, helping organizations elevate their entire customer experience through standards, training, research, and strategic guidance.
With technology and AI now embedded in our consulting work, we’re supporting clients through the biggest shift in customer service since the call center began. The blend of human expertise and intelligent technology is reshaping CX, and COPC is uniquely equipped to guide that evolution. I’m energized by the opportunity to help clients rethink how they deliver value.
For three decades, COPC Inc. has been the trusted CX operations benchmark across Asia Pacific, helping organizations focus on the drivers of service quality, cost efficiency, and customer satisfaction. Our benchmarks, research, and training shape performance targets, guide industry associations, and support the growth of major BPO markets across India, the Philippines, and Malaysia.
I’m proud of the impact we’ve made, and as AI and digital channels accelerate change, I believe our most important work is still ahead.
COPC has always been product-agnostic, but we are now deeply opinionated about how technology should serve operations, customers, and the business. With R8, we now fully integrate technology, operations, and business planning into a unified framework, one that represents how the real world works. Our Technology Consulting practice has made a meaningful difference not just inside the organizations we serve, but in the lives of the customers those brands touch every day.
When we help an organization get technology right, the ripple effect reaches millions of people who simply want to be heard, helped, and respected. That's what drives me—seeing how COPC is transforming the CX world for the better, one well-designed customer experience at a time.
Three Decades of CX Transformation & Innovation
For 30 years, COPC Inc. has shaped the customer experience industry more than any other operational performance management system. What began in 1996 as a bold idea that customer experience could be managed with a unified framework has evolved into the global benchmark for operational excellence across contact centers, digital channels, and now AI-enabled service delivery.
Case Studies
Leading Global Healthcare Provider Transforms Patient and Employee Support Infrastructure
Major Retail Bank Unlocked Millions in Savings with CX Assessment and Redesigned Credit and Debit Card Service Journey
Well-Established North America BPO Reduced Attrition and Improved Operational Performance to Become Vendor of Choice
OnStar Improves Service Journeys and Elevates Customer Lifecycle Experience
Thank you to our clients and supporters
In 1996, COPC Inc. set out to help organizations achieve exceptional customer experiences through contact center operational excellence. We thank all clients who have joined us on this journey. Some contributed to the COPC Standards Committee in our early years, today, others engage with us on AI-driven customer service transformation.
For three decades, we have collaborated with leading organizations across six continents, from Fortune 500 companies to emerging BPOs. Although our mission remains unchanged, our approach has evolved. The COPC CX Standard, our methodologies, customer channels, and supporting technologies have all advanced. COPC continues to optimize call centers and transform technology-driven operations, evolving from measuring agent performance to designing AI-human collaboration.
The contact center industry is at a pivotal moment. In the coming years, operations are shifting from human-centric models to AI-enhanced service delivery and, intelligent customer experiences that anticipate and address needs proactively. Throughout this transformation, the need for standards, and a strong focus on both customer experience and business performance remains. COPC has always excelled in these areas and will continue to lead.
Thank you for trusting us to help shape your customer experience. Together, we will continue to redefine what is possible, championing innovation, quality, and progress for the next 30 years and beyond.
“When we first brought industry leaders together nearly 30 years ago, all we wanted was to help organizations deliver better experiences for their customers. We had no idea just how far that mission would take us. What makes me proudest today isn’t the size of COPC or the global footprint we’ve built. It is the measurable improvement in satisfaction for our clients’ customers. That has always been the point, and it still is.”
-Cliff Moore
Here's to you, and to the next 30 years.