Category: Channel Strategy

The COPC Blog

Using Channel Strategy to Influence Customer Satisfaction

April 13, 2022

Using Channel Strategy to Influence Customer Satisfaction

By: Teal Benson

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...
3 Vital Insights to Crack the Customer Experience Code

June 16, 2021

3 Vital Insights to Crack the Customer Experience Code

By: Rick Zayas

Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark...
The Role of Chatbots Within the Service Journey

June 20, 2019

The Role of Chatbots Within the Service Journey

By: Ian Aitchison

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 27, 2017

Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 26, 2017

Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 25, 2017

Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 23, 2017

Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...