October 24, 2016
Phoenix, ARIZONA—October 24, 2016—Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, Execs In The Know and COPC Inc. are headed to Toronto, Canada on November 29th for a CXMB Series Workshop. This exclusive, one-day event presents an excellent opportunity for customer experience professionals to gather and share their challenges, successes and insights, while also making lasting connections in their local area.
As with past CXMB Series Workshop events, great attention will be paid to the results of the 2016 CXMB Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. The Consumer Edition of the CXMB Series brings a host of new content in 2016, while a number of topics from last year’s report are clarified and expanded further, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey.
This year’s Consumer Edition report also features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.
A few highlights from the findings:
- While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016
- While the preference for Traditional Care remains strong, there was a slight pullback in 2016
- Consumer preference for human assistance over automated/self-help systems remains strong
If you’re interested in attending this event, visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop, or contact Chad McDaniel via email or phone at firstname.lastname@example.org or 623.234.2843.
If you can’t attend the event, but are interested in obtaining the CXMB Series 2016 Consumer Report, visit execsintheknow.com/cxmbseries/2016-consumer-edition/.
About Execs In The Know
For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.
To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.
About COPC Inc.
COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.
For more information, please visit www.copc.com.
Director of Marketing and Brand Experience