November 8, 2019
From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience.
From around the globe, Standards Committee members and guests met in Ponte Vedra, Florida, to discuss current and future iterations of the COPC CX Standard, as well as the state of the industry. Alongside these discussions, the Standards Committee devoted significant attention to proposed changes to the COPC CX Standard. Much of the discussion furthered the adoption of “service journeys” as the foundation for managing the overall customer experience. Inclusion of “service journey” concepts and language is just one example of how the COPC Standards Committee continually enhances the COPC CX Standard, enabling it to lead the way for industry change and evolution. Some of the updates agreed upon will be reflected in Release 6.2, scheduled for early 2020.
Along with updates on the global usage of the COPC CX Standard and discussion of proposed changes, Standards Committee members presented on various topics. Industry trends, ranging from AI to the gig economy, plus the practical application of the COPC CX Standard and its promotion, were all discussed, and I had occasion to present results from the recently released 2019 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series — a joint research project between COPC Inc. and Execs In The Know.
In addition to the topics highlighted above, COPC Inc. Co-Founder and Chairman, Cliff Moore, provided the group with an update on global usage of the COPC CX Standard, punctuated by the cumulative number of individuals certified to the COPC CX Standard beginning with its inception in 1996. These individuals, known as COPC Implementation Leaders, numbered nearly 22,000 as of September 2019. They are joined by several thousand others who are certified in COPC CX Standard-related programs, including Lean Six Sigma for Contact Centers, High Performance Management Techniques and the COPC Management Training Series.
Finally, the COPC Standards Committee paused to honor one of its own, presenting Richard North with a commemorative engraved salver in recognition of his 15 years of dedication to developing the COPC Standards. Richard, who is currently the CEO of COPC Inc.’s EMEA Region, will be retiring from his post in January.
The next meeting of the COPC Standards Committee will take place in March 2020.