Petco & RBC Royal Bank to Host 2016 CXMB Series Spring Workshops

Leaders Learning From Leaders in Exclusive One Day Events Focused on CX Data 

PHOENIX, AZ. March 16, 2016 – The 2016 CXMB Series Workshop, organized by Execs In The Know and COPC Inc., is headed to two cities this spring, with stops in San Diego, CA (May 4th) and Toronto, Canada (June 7th). These exclusive, one day events present an excellent opportunity for industry professionals to gather and share their customer experience challenges, successes and insights. This year the spring events will be hosted by two exceptional brands that are strongly committed to the concept of Customer First: Petco and RBC Royal Bank.

As with past CXMB Series Workshop events, great attention will be paid to the results of the Customer Experience Management Benchmark (CXMB) Series reports — 2015 Editions. The CXMB Series is a collaborative effort between Execs In The Know and research partner, COPC Inc. Published bi-annually, the CXMB series provides valuable customer experience insights from both the consumer and corporate perspectives. This year’s reports reveal intriguing discoveries in the areas of consumer preference, channel growth and the multi-channel experience. The CXMB Series proves especially insightful when viewed as a whole, directly comparing results between the two editions.

A few highlights from the findings:

• 79% of corporate survey participants believe they are meeting the needs and expectations of customers, while only 33% of consumers report having their needs and expectations met

• Overwhelmingly, consumers reportedly favor live assistance over autonomous or self-help solutions, yet most companies continue to divert focus away from Traditional Care

• 67% of consumers took a multi-channel approach to resolving a customer service issue in the previous 12 months, but more than half of these individuals (62%) reported that they were “forced” to do so

The featured speaker at the San Diego event on May 4th, hosted by Petco, will be Razia Richter, Chief Customer Officer at Petco. Razia brings a wealth of retail experience, and is passionate about delivering on Petco’s promise to its customers. Her responsibilities at the organization include customer relations, the call center, CX, the net promoter program and Petco’s customer/market analytics center of excellence. Razia is also a valued member of the 2016 Execs In The Know Corporate Advisory Board.

The featured speaker at the Toronto event on June 7th, hosted by RBC Royal Bank, will be Cathy Honor, Senior Vice President and Head of Global Contact Centres at RBC. Cathy has been with RBC since 2001, leading the way in a variety of roles with a focus on RBC’s Global Call Centres beginning in 2013. Cathy is a true champion of the customer, and she will share insights into how RBC is taking a unique approach to creating customer experience excellence.

Along with the featured speakers highlighted above, each event will also include presentations from COPC Inc., Digital Roots and each event’s title sponsors. COPC Inc. will provide a detailed readout of results from the 2015 CXMB Series, along with key customer experience best practices. Digital Roots will lead an exploration of use cases highlighting brands that are utilizing social media data effectively and efficiently, while sharing social care best practices and ideas on how companies can retool their current programs.

If interested in attending one of these events, visit the CXMB Series Workshop section of the Execs In The Know website: https://execsintheknow.com/events/.
Or contact Chad McDaniel via email or phone: [email protected] or 623.234.2843.

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. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. With improved operational performance, COPC Inc. clients create loyal customers and achieve increased revenue and reduced costs. 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. has conducted assessments in more than 70 countries, and has operations in North America, Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
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