Category: Multichannel

The COPC Blog

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...
Creating Purposeful Multichannel Service Journeys

August 23, 2021

Creating Purposeful Multichannel Service Journeys

By: Kyle Kennedy

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys...
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...
COPC Inc. Shanghai Client Seminar a Huge Success

June 11, 2019

COPC Inc. Shanghai Client Seminar a Huge Success

By: Dorothy Cheng

The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place...
Key Findings from New Research Report — CXMB Industry Insights:  Financial Services

May 22, 2018

Key Findings from New Research Report — CXMB Industry Insights: Financial Services

By: Kyle Kennedy

  COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce...
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

By: Jim Von Seggern

“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

February 8, 2018

Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
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...
New Industry Survey Focuses on Travel & Hospitality

November 16, 2016

New Industry Survey Focuses on Travel & Hospitality

By: Jim Von Seggern

Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE...
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

By: Paul Shuga

According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey...
2016 CXMB Series, Consumer Edition

August 18, 2016

2016 CXMB Series, Consumer Edition

By: Lezli Harrell

Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer...
Where Brand Promise and Operations Intersect

June 2, 2016

Where Brand Promise and Operations Intersect

By: Kathleen Jezierski

The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives...
COPC Inc. Discusses CXMB Survey Results in San Diego

May 23, 2016

COPC Inc. Discusses CXMB Survey Results in San Diego

By: Paul Shuga

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the...
COPC Inc. Global Events Calendar

April 14, 2016

COPC Inc. Global Events Calendar

By: Lezli Harrell

This global events calendar provides you an overview of where you can find COPC Inc. at customer experience events throughout...
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

By: Kyle Kennedy

New Survey Reveals Disconnect in Perception About Meeting Expectations.  A significant gap remains between corporate perception in meeting expectations and...