“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.” — Ding Yi (Allen), Director of Customer…
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COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. Being responsible for…
This edition of Book Notes is shared by Himanshu Choudhary, Sales and Marketing Lead in the APAC region, and is a summation of Daniel H. Pink’s To Sell is Human…
The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants…
It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the…
As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world. Aside from the enjoyment I…
In this edition of Book Notes, COPC Inc.’s marketing director, Jim Von Seggern, provides an overview of Jay Baer’s book, Hug Your Haters. If Jay Baer’s Hug Your Haters had…
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from James Cammareri, vice president, business…
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del…
In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. In…
In this edition, COPC Inc. marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100…
COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce the publication of CXMB Industry Insights: Financial Services. This report…
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the answer. Instead, many customer experience teams make strategic decisions based…
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Deb Scholz, human resources coordinator,…
For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront….
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series…
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing…
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston, hosted by…
Book Notes is a periodic blog feature where COPC Inc. employees share their notes on books, particularly those of interest to professionals working within the customer experience industry. In…
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many organizations have marched under banners with words like “Customer First,”…
I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent two different Home Depot stores in my home state of…
Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are…
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they…
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels,…
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why…
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations, was recently released during the Execs…
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully, brand loyalty and advocacy. But what is the impact when…
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. In anticipation of publication of the full report,…
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in…
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics include…
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page…
Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus “Customers expect to receive service on the channel of their choice,…
Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY Full Travel & Hospitality Report Now Available!...
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According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series...
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Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes...
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Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new...
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Featured Event: September 15, Fairfield, CT COPC Inc. will be hosting a Customer Journey Mapping Workshop – From Theory to Reality. In this information-packed, four-hour workshop, Paul Shuga, Vice President,…
Posting 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding call center best practices for recruiting, hiring and training, we...
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This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc….
Today’s consumer expects a consistent and exceptional customer experience. In fact, earning and keeping their business often depends upon it. Recent research from the COPC Inc. CX Survey Series clearly demonstrates the...
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The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail...
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This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the...
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CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs…
The Business of Customer Experience Operations Hi, I’m Judi Brenstein, vice president, client solutions, COPC Inc. I get the opportunity to travel the country and speak with industry leaders in...
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This global events calendar provides you an overview of where you can find COPC Inc. at customer experience events throughout the world. The calendar will be regularly updated with new events...
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This is the third post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will…
I once listened to a Disney executive presenting at a conference about the importance of customer experience. He told the audience a story about how a little kid had left...
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COPC Inc. Blog Series: Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction Is your customer satisfaction (CSAT) not improving despite your best efforts? Does your company...
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Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact...
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This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Scott Flewelling, vice president, COPC...
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Today we are announcing exciting news. We have just published Release 6.0 of the COPC Customer Service Provider (CSP) Standard. In addition, we also are announcing that the Standard will be...
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As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience. Many of these predictions focus on the technology that...
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New Survey Reveals Disconnect in Perception About Meeting Expectations.
A significant gap remains between corporate perception in meeting expectations and what consumers actually think. In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. Only 33% of consumers answered the same.
This is the first article in an occasional series of stories told by COPC Inc. employees about their own positive customer experience. This story is from Kathleen Jezierski, president and...
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COPC Inc. is partnering with Execs In The Know, a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are...
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