The COPC Blog

September 23, 2024
The Reality Gap: Sentiment Analysis vs. Customer Feedback

June 24, 2024
Analyzing the Current State of Customer Experience Amid Conflicting Data

May 6, 2024
Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment

April 9, 2024
Seizing the Digital Future in Customer Experience Transformation

April 2, 2024
Customer Experience Technology: A Deep Dive into GenAI, LLMs and AI Assistants

April 2, 2024
Implementing AI in CX: Strategies for Success

April 1, 2024
Self-Service Technology: A Customer-Centric Approach

August 1, 2022
Three Types of Contact Center Data for Business Intelligence

April 1, 2022
Leveraging AI-driven Customer Experience Management Software to Boost CX Quality

March 4, 2022
Customer Experience: Observations from the Field

September 9, 2019
Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part 2

September 5, 2019
Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part I

August 21, 2019
Focusing on Service Journeys

June 6, 2019
Why Complexity Is Killing Your Customer Experience

May 16, 2018
Three Questions To Ask Yourself To Understand What Customers Really Want

April 6, 2018
Emphasizing Customer-Focused Metrics in Non-Voice Channels

October 27, 2017
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 26, 2017
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 25, 2017
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 23, 2017
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

June 22, 2017
Infographic: Retail Customer Care and Brand Loyalty Insights

May 1, 2017
The Value of Listening: How feedback can be an opportunity to bring brand image to life

March 28, 2017
New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements

January 19, 2017
COPC Inc. Recommends A Focus on Issue Resolution

November 16, 2016
New Industry Survey Focuses on Travel & Hospitality

November 3, 2016
CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

August 18, 2016
2016 CXMB Series, Consumer Edition

June 16, 2016
COPC Inc. Retail Infographic

June 2, 2016
Where Brand Promise and Operations Intersect

May 25, 2016
Quality Series: Expand the Quality Process to Capture Business Intelligence

May 23, 2016
COPC Inc. Discusses CXMB Survey Results in San Diego

March 4, 2016
Quality Series: Change Your Quality Program to Improve Customer Satisfaction

January 21, 2016