Since 2015, COPC Inc. and Execs In The Know have published annual research findings about the customer experience in the United States.  This research, known as the Customer Experience Management Benchmark (CXMB) Series, features two surveys per year — one focused on findings from consumers and the other based on insights from companies. Each version includes an executive summary along with a full report. 

The Consumer Edition

This year’s Consumer Edition, “Consumer Insights: CX — 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. This year’s report also features an entirely new section exploring consumers’ opinions and experiences as they relate to unassisted channels. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions.

Key Survey Insights:
  • The resolution rate of multichannel engagements remains high at 75%,  yet satisfaction with the multichannel experience remains low at 57%.
  • 66% of unassisted solution users are okay with being guided to such a solution as long as it resolves their issue, but only 24% of the same think the increased availability of unassisted solutions has improved their overall customer experience
  • Perception of Interactive Care (e.g., online chat) as a channel of convenience continues to grow, with 30% of respondents naming it as the most convenient channel of care in 2018, up from 20% in 2015.
Read the executive summary
Purchase the report

Please note: To purchase the report, you will be directed to a page on the Execs In The Know website.

The Corporate Edition

The Corporate Edition of the CXMB Series is currently being developed. The report will be published and available for purchase in early 2019.

Would you like to participate?

Share your insights, technologies and best practices that are the foundation of your customer experience management program–and get the survey results for free!

The survey should take no more than 30 minutes to complete, and you can start and stop the survey process, if needed. The CXMB Corporate Edition report will be based on the aggregate of all responses and your specific answers will never be shared.

To learn more, read the executive summary of last year’s corporate report. For questions, contact Jim Von Seggern at

Take the Survey

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