The COPC Blog

Three Questions To Ask Yourself To Understand What Customers Really Want

May 16, 2018

Three Questions To Ask Yourself To Understand What Customers Really Want

By: Jim Von Seggern

“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
CX Stories: Nest Customer Care — Definitely Not for the Birds

February 14, 2018

CX Stories: Nest Customer Care — Definitely Not for the Birds

By: Jim Von Seggern

Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest...
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

February 8, 2018

Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison

January 31, 2018

Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison

By: Jim Von Seggern

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
Ask the Experts Blog Series: Pricing Models for Outsourced Service Providers

November 17, 2017

Ask the Experts Blog Series: Pricing Models for Outsourced Service Providers

By: Jim Von Seggern

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
The Latest In CX-Related Consumer Research, Available Now!

October 10, 2017

The Latest In CX-Related Consumer Research, Available Now!

By: Jim Von Seggern

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care

August 29, 2017

CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care

By: Jim Von Seggern

Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully,...
Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report

July 21, 2017

Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September...
Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations

July 5, 2017

Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations

By: Jim Von Seggern

COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc....
Infographic: Retail Customer Care and Brand Loyalty Insights

June 22, 2017

Infographic: Retail Customer Care and Brand Loyalty Insights

By: Jim Von Seggern

A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In...
New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements

March 28, 2017

New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements

By: Jim Von Seggern

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer...
Summary Available for 2016 CXMB Survey Corporate Edition

January 6, 2017

Summary Available for 2016 CXMB Survey Corporate Edition

By: Jim Von Seggern

Execs In The Know and COPC Inc. have published an executive summary of the survey results for the 2016 Corporate Edition of...
Attend our Travel Industry Webinar on December 6th

December 1, 2016

Attend our Travel Industry Webinar on December 6th

By: Jim Von Seggern

Learn about the Customer Experience in Travel and Hospitality COPC Inc. and Execs In The Know have teamed up to...
New Industry Survey Focuses on Travel & Hospitality

November 16, 2016

New Industry Survey Focuses on Travel & Hospitality

By: Jim Von Seggern

Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE...