The COPC Blog
April 13, 2022
Using Channel Strategy to Influence Customer Satisfaction
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...
June 16, 2021
3 Vital Insights to Crack the Customer Experience Code
Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark...
June 20, 2019
The Role of Chatbots Within the Service Journey
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
October 27, 2017
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...
October 26, 2017
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...
October 25, 2017
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...
October 23, 2017
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...