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September 11, 2023
Using Channel Strategy to Influence Customer Satisfaction
Getting your organization’s customer service channel strategy right can reduce operational costs and increase customer satisfaction. Customer support plays a...
May 31, 2022
The Role of Research on CX Operations & Best Practices
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021,...
April 1, 2022
Leveraging AI-driven Software to Boost CX Quality
There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer...
February 11, 2022
COPC Inc.’s Global Benchmarking Series, 2022
High quality information is one of the most important areas that contributes to an organization’s success. High quality information supports...
January 22, 2021
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology
Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...