Category: Channel Strategy

The COPC Blog

A Foundation for Exceptional Digital Self-Service Design

February 15, 2023

A Foundation for Exceptional Digital Self-Service Design

By: Teal Benson

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
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...