PHOENIX, AZ. April 10, 2017 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Corporate Edition, Execs In The Know and COPC Inc. will be in Sunnyvale, California, on April 19, 2017, to host a CXMB Workshop. This exclusive, one-day event will be held at LinkedIn and offers customer experience professionals the chance to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

The highlights of both the 2016 Consumer and Corporate Edition reports will be discussed in depth by COPC.

A few highlights from the findings:

– Although consumer opinion towards customer care has improved, gaps between consumer and corporate perception remain

– Preference for and use of Traditional Care slips, Email surprises and Mobile Care shines

– Consumer preference for live interactions over automated interactions remains strong, but companies continue to shift care away from live interactions and into automated channels

– Forced channel changes have a negative impact on both resolution and satisfaction rates

The featured speakers at the Workshop will be Scott Shute, VP of Global Customer Operations and Mark Quinn, Senior Director, Product Operations at LinkedIn. Scott is also a valued member of the 2017 Execs In The Know Corporate Advisory Board. Their keynote will focus on the Voice of the Customer at LinkedIn, how to best understand the needs of your customers, and tailor your customer experience.

In addition to the featured speakers highlighted above, there will also be presentations from subject matter experts on “Transforming From Customer Support to Customer Success” and “Keys for Personalized, Effortless Omnichannel Journeys”.

If you can’t attend the event, but are interested in obtaining either the CXMB Series 2016 Consumer Edition, or 2016 Corporate Edition, visit 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.

To learn more about Execs In The Know, visit https://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.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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PHOENIX, ARIZONA and WINTER PARK, FL – November 6, 2015 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2015 Consumer Edition in their Customer Experience Management Benchmark Series (CXMB). This year’s survey titled “Exploring Multi-Channel Customer Care” provides compelling insights into key areas of consumer expectations, opinions and experiences in using multiple channels for customer care. The full 64-page report is available here.

Key Insights from the 2015 Consumer Survey:

– The call center remains the most used channel for issue resolution, with a 13% increase in usage as compared to 2014

– Interactive Care, defined as online chat, video chat, online FAQs, and self-help tools came in as the leading alternative channel used most by consumers

– Similar to Traditional Care, Interactive Care is commonly used for issue resolution, with a 22% increase in usage from 2014

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2015 version is the third consecutive year of reporting on findings of North American consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience, as well as insights regarding specific channels, including traditional, interactive, social media and mobile.

The complete survey findings will be presented by Execs In The Know and COPC Inc. at two CXMB Workshops in Chicago and Tempe, AZ.

– Tuesday, November 17, 2015 from 10 AM – 3 PM in Chicago, hosted by Groupon

– Thursday, November 19, 2015, from 10 AM – 2 PM in Tempe, hosted by Target

For more information or to register, visit https://execsintheknow.com/events/.

“The goal of every report in the CXMB Series is to inform our readers about current trends and insights in the customer care space, but more importantly to inspire compelling conversations, and exciting transformations, in their own organizations and the customer experience industry as a whole,” said Chad McDaniel, President and CEO of Execs In The Know. “By partnering with COPC Inc., the CXMB 2015 Consumer Report is more robust than ever and a valuable resource for our corporate brand partners, hoping to anticipate the needs and wants of their customers.”

“Understanding consumer experiences and evolving expectations, opinions and preferences is more important than ever. This research provides valuable perspectives into the consumer’s multi-channel journey and what brands should consider when developing their ongoing customer experience management strategies,” said Cliff Moore, chairman and co-founder of COPC Inc.

The full 2015 Consumer report is available for purchase at https://execsintheknow.com/cxmbseries/2015-consumer-edition/.

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 Contacts

Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Lezli Harrell
Vice President, Marketing
COPC Inc.
lharrell@copc.com
www.copc.com

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Survey Reveals Majority of Consumers Utilize a Multi-Channel Approach, but Still Embrace Traditional Contact Channels for Issue Resolution

WINTER PARK, FL and PHOENIX, AZ — August 19,  2015 – Leaders in the customer experience management (CEM) industry, COPC Inc. and Execs In The Know, global network of Customer Management Professionals, have announced the release of the Customer Experience Management Benchmark Series (CXMB) – 2015 Consumer Edition Summary titled, “The Consumer’s Perspective:  Exploring Multi-Channel Customer Care”.

The summary presents a snapshot of the total survey results including the continued strength of traditional channels of customer contact by phone, email, and in person—if given a choice and assuming the customer’s issue would be resolved. The 2015 Consumer Edition is the sixth report of the CXMB Series.   

The full report will be released at the Execs in the Know Customer Response Summit in Seattle, September 28-30, 2015.Detailed findings of the report will be presented by COPC Inc. during a post-summit workshop on October 1, 2015.

“As the customer care industry evolves to meet consumer expectations, the 2015 CXMB Consumer Report provides insight into how consumers are utilizing various contact channels. This insight can really help direct improvement efforts,” said Chad McDaniel, President and CEO of Execs In The Know. “For instance, this year’s findings show that a multi-channel approach is now the norm, yet Traditional Care is a major intersection on this journey. Brands need to understand how and why consumers use the channels they do, and take steps to ensure the experience is always positive, no matter the approach.”

The 2015 Consumer Edition includes year-over-year comparisons in areas such as channel usage, first contact resolution performance, and overall satisfaction with customer care. This year’s research also focuses on the customer journey and the customer’s experience in resolving issues through multiple channels.

“We are proud to be participating in this year’s Consumer Edition of the CXMB Series. We know from working with our clients that customers expect multiple ways to easily contact a company,” said Cliff Moore, Chairman, COPC Inc. “What this survey suggests is that customers still value that human connection. Companies will need to maintain high service levels in traditional channels while ensuring their multi-channel strategy delivers a seamless and consistent experience,” said Moore.

The CXMB Series has been providing insight about the customer experience 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 spring.

To download the summary, visit http://ow.ly/R6Viq.

To download past editions of the CXMB Series, visit https://execsintheknow.com/resources/cxmb-series/.

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.

 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.

Media Contacts

Lezli Harrell
Vice President, Marking
COPC Inc.
lharrell@copc.com
www.copc.com

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post COPC Inc. and Execs In The Know Release Summary of Customer Experience Management Benchmark Series – 2015 Consumer Edition appeared first on Execs In The Know.