june 2020

wed24jun10:00 amCOPC Inc. Webinar
Service Journey ThinkingSM

Event Details


  • Please join us for a one-hour webinar introducing Service Journey ThinkingSM presented by Consulting Director, Rick Zayas.
    Wednesday, June 24, 2020
    10:00 A.M. Central
    Live Virtual Webinar via Zoom

  • In this webinar, COPC Inc. will introduce the general concepts of Service Journey Thinking and the advantages of analyzing the cumulative effects of service channels rather than measuring individual interactions. Service Journey Thinking is a comprehensive approach for improving the experience customers have along the Service Journey. Taking into consideration not only the customer’s perspective, but the components that support the experience:
    • People
    • Technology
    • Processes
    • Policies

  • A service journey is the process that begins when a customer contacts a company to make a request, resolve an issue or begin a process. It can be as simple as making a one-time payment using a company app, or as complex as applying for a mortgage with interactions that span many days and touchpoints. The key to success is making the Service Journey as positive and efficient as possible for your customers.

  • By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, leading to a more enjoyable experience and enhanced loyalty.

    James Cammareri

  • Time

    (Wednesday) 10:00 am CST