A Series of Data-Driven Reports for CX Leaders

COPC Inc. partnered with Execs In The Know to compile the hottest industry trends, year-over-year insights, and advanced data in the form of the Customer Experience Management Benchmark Series.

With three different installments – Consumer Edition, Corporate Edition, and Vertical Insights – there’s no other place where you’ll find this level of actionable industry insights, customer thought processes, and groundbreaking CX data all in one place.

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CXMB Reporting Series

Each year, Execs In The Know taps into our most valuable resource – the community of CX leaders – to compile our biannual CXMB reports. The insights found in these in-depth survey findings, provide a glimpse into the minds of consumers, corporate-level execs, industry-specific professionals, and much more.
  • Consumer Edition

    Explore many critical CX topics, including the impact of the global pandemic, shifts in channel/solution use, and the service journey’s impact on CX metrics.

  • Corporate Edition

    Gain a new perspective on the priorities and best practices of leading customer experience organizations from around the globe based on survey results from more than 220 senior CX leaders.

  • By Vertical

    Industry-specific insight reports provide all the same CXMB advanced data with a personal focus on the financial services, retail, or travel & hospitality verticals.



Key Stats

  • Half of respondents who traveled for both business and leisure required multiple instances of contact to reach resolutions.
  • 60% of all shoppers who interacted with a retail brand indicated they took a multi-channel approach.
  • Only 45% of respondents feel financial service brands they do business with do a good job of protecting private information.


Key Stats

  • Customer satisfaction with the multichannel experience reached an all-time low, with just 39% indicating a satisfactory experience in 2020, down from 57% in 2018.
  • 73% of respondents indicated they’d be willing to pay more for a product or service if they knew they would receive world-class customer service as a result, and they had contact within the last three months, versus 65% who’ve had no contact in the last three months.
  • Consumers are satisfied much more often when choosing a multichannel experience willingly as opposed to being forced into it.
Read the Latest Consumer Report



Key Stats

  • Interest in and budget for AI-powered solutions for customer care expanded at a rapid pace year-over-year. In 2017, only 17% of brands had incorporated AI into their customer care business. In 2018, this rate nearly doubled to 30%.
  • About half of all brands with AI-powered solutions are deploying both agent-assisting and customer-facing solutions.
  • Only one in 10 brands feel they are doing a good job of providing consistency across channels. Furthermore, nearly 1/4 of all brands had no initiatives to improve their cross-channel consistency.
Read the Latest Corporate Report

  • Visit our CX Research page for even more insights and findings

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