The COPC Blog
January 16, 2026
How Consumers Really Feel About AI in Customer Service: Insights from 1,000+ Users Across Six Countries
September 4, 2025
Breaking Down Customer Experience Technology Silos with Journey-First Design
August 17, 2025
Scaling Conversational AI in CX: A Strategic Framework for Long-Term Impact
May 15, 2025
The Silent Advantage: How Proactive Journeys Beat Reactive Support
December 2, 2024
The Hidden Cost of Ineffective Contact Center Technology
October 8, 2024
Data Governance in the Age of AI: A Competitive Edge for Business Leaders
September 23, 2024
The Reality Gap: Sentiment Analysis vs. Customer Feedback
June 24, 2024
Analyzing the Current State of Customer Experience Amid Conflicting Data
April 9, 2024
Seizing the Digital Future in Customer Experience Transformation
April 2, 2024
Customer Experience Technology: A Deep Dive into GenAI, LLMs and AI Assistants
April 2, 2024
Implementing AI in CX: Strategies for Success
April 1, 2024
Self-Service Technology: A Customer-Centric Approach
September 11, 2023
A Foundation for Exceptional Digital Self-Service Design
April 28, 2023
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
October 28, 2022
GUEST POST: Employee Engagement Research & Knowledge Management Software
April 1, 2022
Leveraging AI-driven Customer Experience Management Software to Boost CX Quality
September 9, 2019
Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part 2
September 5, 2019