Category: Customer Experience | Consulting

The COPC Blog

GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology
October 26, 2023

GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology

The Growing Role of Artificial Intelligence in the Customer Experience Industry
June 9, 2023

The Growing Role of Artificial Intelligence in the Customer Experience Industry

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 
August 16, 2022

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

Three Types of Contact Center Data for  Business Intelligence 
August 1, 2022

Three Types of Contact Center Data for Business Intelligence 

Designing Self-Service for Customer Success
July 25, 2022

Designing Self-Service for Customer Success

Leveraging AI-Driven Software to Boost CX Quality
April 1, 2022

Leveraging AI-Driven Software to Boost CX Quality

Customer Experience: Observations from the Field
March 4, 2022

Customer Experience: Observations from the Field

Conversations with Clients:<br>Ding Yi (Allen), Ant Financial, Part 2
September 9, 2019

Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part 2

Conversations with Clients:<br>Ding Yi (Allen), Ant Financial, Part I
September 5, 2019

Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part I

Focusing on Service Journeys
August 21, 2019

Focusing on Service Journeys

Why Complexity Is Killing Your Customer Experience
June 6, 2019

Why Complexity Is Killing Your Customer Experience

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

Emphasizing Customer-Focused Metrics in Non-Voice Channels
April 6, 2018

Emphasizing Customer-Focused Metrics in Non-Voice Channels

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

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

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

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

Infographic: Retail Customer Care and Brand Loyalty Insights
June 22, 2017

Infographic: Retail Customer Care and Brand Loyalty Insights

The Value of Listening: How feedback can be an opportunity to bring brand image to life
May 1, 2017

The Value of Listening: How feedback can be an opportunity to bring brand image to life

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

COPC Inc. Recommends A Focus on Issue Resolution
January 19, 2017

COPC Inc. Recommends A Focus on Issue Resolution

New Industry Survey Focuses on Travel & Hospitality
November 16, 2016

New Industry Survey Focuses on Travel & Hospitality

CXMB Results: Consumer Perception of Customer Care Has Improved in 2016
November 3, 2016

CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

2016 CXMB Series, Consumer Edition
August 18, 2016

2016 CXMB Series, Consumer Edition

COPC Inc. Retail Infographic
June 16, 2016

COPC Inc. Retail Infographic

Where Brand Promise and Operations Intersect
June 2, 2016

Where Brand Promise and Operations Intersect

Quality Series: Expand the Quality Process to Capture Business Intelligence
May 25, 2016

Quality Series: Expand the Quality Process to Capture Business Intelligence

COPC Inc. Discusses CXMB Survey Results in San Diego
May 23, 2016

COPC Inc. Discusses CXMB Survey Results in San Diego

Quality Series: Change Your Quality Program to Improve Customer Satisfaction
March 4, 2016

Quality Series: Change Your Quality Program to Improve Customer Satisfaction

Companies and Consumers See Things Differently in How Well Service is Provided
January 21, 2016

Companies and Consumers See Things Differently in How Well Service is Provided

Hyatt Hotels Leading the Way with Social Care
January 5, 2016

Hyatt Hotels Leading the Way with Social Care

COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience
January 3, 2016

COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience