May 16, 2018
Three Questions To Ask Yourself To Understand What Customers Really Want
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
February 14, 2018
CX Stories: Nest Customer Care — Definitely Not for the Birds
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest...
February 8, 2018
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
January 31, 2018
Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
November 17, 2017
Ask the Experts Blog Series: Pricing Models for Outsourced Service Providers
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
October 10, 2017
The Latest In CX-Related Consumer Research, Available Now!
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
August 29, 2017
CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully,...
July 21, 2017
Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September...
July 5, 2017
Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc....
June 22, 2017
Infographic: Retail Customer Care and Brand Loyalty Insights
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In...
March 28, 2017
New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer...
January 6, 2017
Summary Available for 2016 CXMB Survey Corporate Edition
Execs In The Know and COPC Inc. have published an executive summary of the survey results for the 2016 Corporate Edition of...
December 1, 2016
Attend our Travel Industry Webinar on December 6th
Learn about the Customer Experience in Travel and Hospitality COPC Inc. and Execs In The Know have teamed up to...
November 16, 2016
New Industry Survey Focuses on Travel & Hospitality
Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE...