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February 15, 2023
A Foundation for Exceptional Digital Self-Service Design
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
April 13, 2022
Using Channel Strategy to Influence Customer Satisfaction
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...
June 20, 2019
The Role of Chatbots Within the Service Journey
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
June 11, 2019
COPC Inc. Shanghai Client Seminar a Huge Success
The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place...
May 22, 2018
Key Findings from New Research Report — CXMB Industry Insights: Financial Services
COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce...
May 16, 2018
Three Questions To Ask Yourself To Understand What Customers Really Want
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
February 8, 2018
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
October 27, 2017
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...
October 26, 2017
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...
October 25, 2017
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...
October 23, 2017
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...
November 16, 2016
New Industry Survey Focuses on Travel & Hospitality
Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE...
November 3, 2016
CXMB Results: Consumer Perception of Customer Care Has Improved in 2016
According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey...
August 18, 2016
2016 CXMB Series, Consumer Edition
Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer...
June 2, 2016
Where Brand Promise and Operations Intersect
The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives...
May 23, 2016
COPC Inc. Discusses CXMB Survey Results in San Diego
CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the...
April 14, 2016
COPC Inc. Global Events Calendar
This global events calendar provides you an overview of where you can find COPC Inc. at customer experience events throughout...
January 21, 2016
Companies and Consumers See Things Differently in How Well Service is Provided
New Survey Reveals Disconnect in Perception About Meeting Expectations. A significant gap remains between corporate perception in meeting expectations and...