One of our most anticipated reports of the year was just released. The 2020 Consumer Edition of the Customer Experience Management Benchmark (CXMB) is aptly titled A Year Like No Other. Amidst the COVID-19 pandemic and immediate issues it caused contact centers, this research presents how behaviors and opinions have rapidly changed almost overnight. Specific focus was placed on emerging trends such as the forced transition to Work-At-Home, the impact on Service Journeys, improvements in self-service technology and the evolution of chat as a channel. This report is based on surveys from more than 5,000 consumers in the United States.
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The CXMB Report was released to the public at the Customer Response Summit hosted by Execs In The Know (EITK). COPC Inc. sponsors and partners with EITK on this event annually. This year, besides the premier release of the CXMB research, we hosted two events:
A “coffee talk” roundtable titled Intentional Service Design in the Face of Unprecedented Global Change and a panel discussion featuring CX leaders from GoDaddy, Uber and Turo titled Sourcing Strategies in the New Global Economy, which revealed how top brands are addressing critical topics driven by the current environment.
To learn more about our presentations and the event click HERE.
COPC Inc. CX Research Team
While the CXMB research is an industry favorite, the research team at COPC Inc. performs multiple projects for identifying and monitoring industry trends and providing clients with new insights on a routine basis. We help companies by building customized reports for specific CX topics, as well as support organizations in action planning, facilitation and training of staff. Not limited to simple surveys and reporting, our multi-faceted research helps clients listen to their customers, create a customer-centric culture, and ultimately enhance customer loyalty. Let us collaborate with you to improve customer journeys!
Ask about our Research HERE.