september 2020

wed30sep10:00 pmCOPC Inc. Webinar
Service Journey Thinking

Event Details


  • A service journey is the path customers take to resolve an issue, as well as the experiences they have along the way. This differs from a customer journey in that it considers both visible and behind-the-scenes activities influencing the customer experience. Service Journey Thinking is our comprehensive approach to improving the service journey.


  • Please join us for a one-hour webinar introducing Service Journey ThinkingSM presented by Rick Zayas, Vice President, Performance Improvement.


  • DATE:
    Wednesday, September 30, 2020
    10:00 AM (US Central Standard Time) / 5:00 PM (Central European Time)
    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. The key to success is making the service journey as positive and efficient as possible for your customers, taking into consideration not only their perspective, but the components that support the experience:
  • People
  • Technology
  • Processes
  • Policies
  • By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced costs within their operations. For customers, this means reduced effort, faster resolution, and enhanced loyalty.


    James Cammareri


(Wednesday) 10:00 pm AEST