Standards
COPC Customer Experience Standard
Operational best practices for customer experience management.
The COPC Customer Experience (CX) Standard
The COPC Customer Experience (CX) Standard is the most well known and widely used performance management system to improve operations that support the customer experience. Any organization responsible for managing the customer experience can use the COPC CX Standard. Download the version you need.
Latest Release: 7.0
Key features of the COPC CX Standard, Release 7.0
Improved Service Journey Management
Identifies and targets improvement for the critical service journeys that impact customer experience and business success.
Updated Digital Assisted Channel Management
Includes new roles, measurements and processes for improved management of digital service channels.
Enhanced Employee Engagement
Focuses on critical drivers of employee engagement that reduce attrition and increase satisfaction.
New Metrics
Provides improved and streamlined metrics for CX operations.