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

The post Execs In The Know and COPC Inc. Hold 2017 CXMB Series Workshop in California at LinkedIn appeared first on Execs In The Know.

PHOENIX, AZ. October 24, 2016 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, Execs In The Know and COPC Inc. are headed to Toronto, Canada on November 29^th for a CXMB Series Workshop. This exclusive, one-day event presents an excellent opportunity for customer experience professionals to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

As with past CXMB Series Workshop events, great attention will be paid to the results of the 2016 CXMB Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. The Consumer Edition of the CXMB Series brings a host of new content in 2016, while a number of topics from last year’s report are clarified and expanded further, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey.

This year’s Consumer Edition report also features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.

A few highlights from the findings:

– While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016

– While the preference for Traditional Care remains strong, there was a slight pullback in 2016

– Consumer preference for human assistance over automated/self-help systems remains strong

If you’re interested in attending this event, visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop, or contact Chad McDaniel via email or phone at chad@execsintheknow.com or 623.234.2843.

If you can’t attend the event, but are interested in obtaining the CXMB Series 2016 Consumer Report, visit execsintheknow.com/cxmbseries/2016-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.  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

The post Execs In The Know and COPC Inc. to Host 2016 CXMB Series Workshop in Toronto appeared first on Execs In The Know.

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: chad@execsintheknow.com 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
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post Petco & RBC Royal Bank to Host 2016 CXMB Series Spring Workshops appeared first on Execs In The Know.