2019 Research

  • CXMB 2019 Consumer Edition

    This year’s Consumer Edition, CX Customer Journey Insights: Understanding Consumer Experiences and Opinions, is based on extensive surveying of more than 30,000 consumers in the United States and covers a broad range of customer experience-related topics. While this year’s report continues to expand on many preexisting data points, this year’s report features several new questions on topics such as dissatisfiers and contact avoidance. This year’s report also includes a new solution in Chatbot, which is classified as an Interactive Care solution for the purposes of this research.

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2018 Research

  • CXMB 2018 Consumer Edition

    The 2018 Consumer Edition covers the current state of the customer experience and includes a new section on unassisted channels, such as chatbots and other solutions powered by artificial intelligence (AI).

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  • CXMB 2018 Industry Insights: Financial Services

    Published in May 2018, this report covers consumer preferences in the U.S. and Canada specific to the financial services industry.

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2017 Research

  • CXMB 2017 Corporate Edition

    In this year's Corporate edition of the CXMB Series, new questions have been formulated around channel strategy, program priorities and quality assurance programs. In addition, the report also includes a cross-comparison between Corporate and Consumer Edition results to help brands better understand the consumer by validating assumptions and identifying misconceptions.

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  • CXMB 2017 Consumer Edition

    In the Consumer edition of the CXMB series, customer effort is a new area of exploration. Results reveal channel- and solution-specific insights, as well as consumer opinions about how much effort is required to navigate the customer care journey.

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  • CXMB 2017 Industry Insights: Retail Survey

    The 2017 Retail survey from CXMB Industry Insights demonstrates the financial impact if retailers don't fulfill their brand promise at every touchpoint in the buying journey.

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2016 Research

  • CXMB 2016 Consumer Edition

    The 2016 Consumer Edition emphasizes the customer journey more than ever, and has two new sections: The Millennial Consumer and the Alternative Channel Customer Journey. These break down the customer experience by demographics and by channel.

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  • CXMB 2016 Corporate Edition

    The 2016 CXMB Series explored several new areas, including omnichannel migration, channel consistency, the multichannel experience, and the alternative channel journey. The Corporate Edition expands on ideas explored in the Consumer Edition.

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  • CXMB 2016 Industry Insights: Travel & Hospitality Survey

    CXMB Industry Insights is a series of industry-specific reports about the customer experience; this survey was designed specifically for the travel & hospitality industry.

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2015 Research

  • CXMB 2015 Consumer Edition

    The 2015 Consumer Edition surveyed more than 36,000 U.S. consumers, and analyzes the multi-channel journey, negative customer care experiences, and issue resolution rates.

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  • CXMB 2015 Corporate Edition

    The 2015 Corporate Edition tracks trends over the last four years to provide context for understanding current developments. These findings are framed by channel of care.

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Other COPC Inc. Research

  • Indirect Procurement Survey

    This survey evaluates key components of the indirect procurement lifecycle and highlights best practices across multiple industries.

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