Insights from Over 70 Brands, Including AT&T, Sony, Ford Motor Company and TXU Energy, Show An Ongoing Disconnect Between Consumers and Companies In Meeting Customer Care Expectations
PHOENIX, AZ and WINTER PARK, FL — January 22, 2016 – Execs In The Know, a global network of customer management professionals, and COPC Inc., a leader in customer experience operations, have announced an Executive Summary release for the 2015 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.
The 2015 Corporate Edition is the seventh report in the CXMB Series and extends trend lines revealed in past editions, including specific data comparisons with the 2015 Consumer Edition.
“While the gulf between corporate and consumer perception has narrowed, the divide shows us that there’s still work to be done,” said Chad McDaniel, President and CEO of Execs In The Know. “The strength of our reports lie not only in the data points that trend year-over-year, but also in the direct comparison between the corporate and consumer perspective. We hope that the information can be used to assist corporations in identifying, prioritizing, and addressing the needs, wants and expectations of their consumers.”
The complete Corporate Edition of the CXMB survey will be released at the Execs In The Know Customer Response Summit Phoenix, February 23-25, 2016. COPC Inc. will lead a panel of executives who will explore the findings of the report in greater detail.
“The 2015 Corporate Edition of the CXMB Series tells the other side of the customer experience story, from the company’s perspective,” said Cliff Moore, chairman of COPC Inc. “Delivering an exceptional and consistent experience across channels is the only true differentiator in today’s competitive environment. The brands that do this best are the ones that are succeeding in building customer loyalty. This report will be a valuable resource for our clients as they build and manage their customer experience operations.”
The CXMB Series has been providing customer experience insights since 2012. Each year the survey offers a consumer version that is released in the fall and a corporate version that is released in the winter.
To download the 2015 Corporate Edition Executive Summary, visit http://ow.ly/Xi6lg. To download past editions from the CXMB Series, visit https://www.execsintheknow.com/resources/cxmb-series/.
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.
About COPC Inc.
COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by developing the COPC® Family of Standards and helping call centers increase their performance. Today the company works with hundreds of leading brands worldwide to optimize key customer touch points and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.