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In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. In…
In this edition, COPC Inc. marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100…
COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce the publication of CXMB Industry Insights: Financial Services. This report…
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the answer. Instead, many customer experience teams make strategic decisions based…
Concentrix, a leading provider of customer engagement services with more than 450 client brands worldwide, recently became the world’s first company to achieve COPC certification across 20 sites. This accomplishment…
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Deb Scholz, human resources coordinator,…
For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront….
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series…
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing…
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston, hosted by…
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
Book Notes is a periodic blog feature where COPC Inc. employees share their notes on books, particularly those of interest to professionals working within the customer experience industry. In…
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many organizations have marched under banners with words like “Customer First,”…
I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent two different Home Depot stores in my home state of…
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are…
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they…
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels,…
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why…
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations, was recently released during the Execs…
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully, brand loyalty and advocacy. But what is the impact when…
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. In anticipation of publication of the full report,…
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in…
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics include…
Featured Event: May 22-25, 2017 CX17, Indianapolis, IN Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events,…
A recent article on Inc.com highlighted a truth that we at COPC Inc. have been promoting since our beginning — companies can always get better at delivering on their brand…
Featured Event: May 22-25, 2017 CX17, Indianapolis, IN Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions,…
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page…
Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations. Ian was interviewed by Alan Kohler for…
Featured Event: February 6 – 8, 2017 Customer Response Summit Las Vegas COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted…
Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus “Customers expect to receive service on the channel of their choice,…
Execs In The Know and COPC Inc. have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey…
Learn about the Customer Experience in Travel and Hospitality COPC Inc. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer…
Featured Event: September 15, Fairfield, CT COPC Inc. will be hosting a Customer Journey Mapping Workshop – From Theory to Reality. In this information-packed, four-hour workshop, Paul Shuga, Vice President,…
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc….
CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs…
This is the third post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will…
New Survey Reveals Disconnect in Perception About Meeting Expectations.
A significant gap remains between corporate perception in meeting expectations and what consumers actually think. In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. Only 33% of consumers answered the same.
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