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…
Read More
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…
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…
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…
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…
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,…
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…
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!...
Read More
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...
Read More
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...
Read More
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...
Read More
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...
Read More
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...
Read More
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.
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...
Read More
