october 2020

mon05oct(oct 5)7:00 amwed07(oct 7)5:00 pmExecs In The Know
Customer Response Summit

Event Details


  • COPC Inc. Coffee Talk:
    Intentional Service Design in the Face of Unprecedented Global Change

    October 5, 2020
    1:00 PM PDT / 4:00 PM EDT

  • It’s no secret that consumer behavior and traditional Service Journeys have been disrupted in 2020. Consumer demand and the timing of how and when they choose to engage with certain products/services has all changed. This, in turn, has caused companies to rethink their service and support models. Service design and blueprinting must not only account for these changes but also envision future business strategies to address how customer expectations may continue to evolve. Please join us as we examine the changes in Service Journeys and explore topics such as:
  • What have the pandemic or other global issues taught you about the design of your service or customer support approach?
  • What changes have you made to the design of your product or support service as a result of recent global issues?
  • How have business outcomes been impacted by changes in service design or customer expectations?

  • COPC Inc. Vendor Management Organization Panel:
    Sourcing Strategies in the New Global Economy

    October 6, 2020
    11:30 AM PDT / 2:30 PM EDT

  • It goes without saying that our industry will experience lasting impacts from the events of this year, and all aspects of customer experience (CX) operations are under the microscope to ensure short and long-term success. An organization’s sourcing strategy is always strategically important, but even more so now given the global economy and the challenges experienced due to the pandemic. Join us for an in-depth discussion among these CX leaders to learn how they are working to address the critical questions related to their sourcing strategies in the current environment, including:
    • Identifying the “right” mix of internal versus outsourced staff
    • Learning from the challenges and best practices faced by outsourcers and vendor management organizations
    • Understanding how outsourced partners can continue to create value for their clients
    • Understanding how outsourced partners can continue to create value for their clients
    • Operational and vendor management changes needed to best support outsourced partners
    • Determining pricing models that support the ability to deliver consistent and high levels of service


  • This session promises to be an interactive and valuable discussion for organizations who outsource some or all of their CX operations and outsourced partners.

    • CONTACT:
      James Cammareri


    5 (Monday) 7:00 am - 7 (Wednesday) 5:00 pm PDT