The COPC Blog
March 4, 2022
Customer Experience: Observations from the Field
Customer Experience: Observations From The Field A few topics have continued to come up in conversations, so I thought I...
September 25, 2018
Announcing the Release of the 2018 CXMB Series Consumer Edition
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
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...
April 3, 2018
The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational...
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 10, 2017
The Latest In CX-Related Consumer Research, Available Now!
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
July 21, 2017
Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September...
June 22, 2017
Infographic: Retail Customer Care and Brand Loyalty Insights
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In...
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 16, 2016
COPC Inc. Retail Infographic
Today’s consumer expects a consistent and exceptional customer experience. In fact, earning and keeping their business often depends upon it....
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...
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...
January 3, 2016
COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience
COPC Inc. is partnering with Execs In The Know, a global network of customer management professionals, to conduct the fourth...