Execs In The Know- A Global Network of Customer Experience Professionals

Press Releases

Execs In The Know & COPC Inc. Release 2017 Consumer Edition in Customer Experience Management Benchmark Series

Findings Show That After Two Consecutive Years of Solid Improvements, Consumer Opinion Toward Customer Care’s Ability to Meet Needs and Expectations has Flattened

PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social  Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Consumer Survey:

– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened

– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care

– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements

– In-Person Shoppers place far more value on good customer service than Online Shoppers

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.

“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”

The full 2017 Consumer Edition is available at http://www.execsintheknow.com/cxmbseries/2017-consumer-edition/. Continue reading

Exploring Artificial Intelligence for Customer Service at San Francisco Briefing

CX Professionals to join together for a candid discussion on AI, December 4-5, 2017.

PHOENIX, AZ. – (November 2, 2017) – Community of customer service executives, Execs In The Know, have announced their next event for customer experience leaders. The Execs In The Know AI Briefing will take place December 4th-5th, 2017, in San Francisco, CA. The day and a half session is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it.

On day one of the AI event, held at The Westin St. Francis San Francisco on Union Square, attendees will have the chance to visit the Execs In The Know AI Innovations Lab, to see live applications of how AI is working to improve CX in different channels and processes, with various solutions providers.

Day two of the event will be held at Square Headquarters. Square helps millions of sellers run their business – from secure credit card processing to point of sale solutions. The day will start with “An Overview of AI Trends for Customer Service With Square” from Matt Capers, Data Science Lead at Square. The rest of the day will center on candid discussion with AI Providers to explore the challenges and opportunities that face corporations today, in using AI for customer service, as well as a separate discussion with just the Corporate Brands in the room about challenges experienced, solutions, or innovations, as it pertains to AI for customer service.

“The future is predictive and personalized support, powered by artificial intelligence, which balances both technical and human solutions to customer success. At Square, our goal is to be always available, but rarely needed, and we are constantly working to provide fast, efficient (and ultimately human) answers to our sellers’ questions,” said Nate Rosenthal, Head of Customer Support at Square and current member of the Execs In The Know Corporate Advisory Board. “It’s exciting to see artificial intelligence, predictive support, and automation gaining traction throughout the industry, and I look forward to diving deeper into their potential during the Execs In The Know AI Briefing.”

To learn more about the event, download the AI Briefing agenda  or visit the event website .

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, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

Leaders to Connect at Customer Response Summit Chicago, to Create Next Level Customer Experiences For Their Brands

Industry Thought Leaders From Microsoft, Square, Amazon, and Lyft to Keynote Execs In The Know – Customer Response Summit Chicago

PHOENIX, AZ. – (August 2, 2017) – Advocates for Customer Experience Professionals, Execs In The Know, have released the agenda for their next executive gathering – Customer Response Summit (CRS) Chicago. CRS Chicago will be held September 19th-21st, 2017, at the Hyatt Regency McCormick Place, in Chicago, IL. Knowledge on leading industry trends and subjects such as AI and machine learning, employee engagement, text for service, digital fraud, outsourcing, the VoC on channel choice, big data, and more will be shared. The customer experience conference will include keynotes from Microsoft, Square, Amazon, and Lyft.

Customer Response Summit is a gathering of customer experience leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the CX leadership event include an exclusive tour of the legendary Wrigley Field and the inner workings of the fan experience at the Chicago Cubs. The newest version of the CXMB Series – 2017 Consumer Edition – will also be released (a joint effort between Execs In The Know and COPC Inc.).

“Our community lives and breathes the Customer First mindset,” said Chad McDaniel, President and CEO of Execs In The Know. “If you are passionate about your customers and want to create the most meaningful experiences for them with your brand, than you’ll feel right at home with us in Chicago. We emphasize a ‘Leaders Learning From Leaders’ approach, allowing our attendees to work together to share best practices, solve challenges, and create lasting connections.”

Other leading corporate brands that will be speaking include The Home Depot, The Mine (a Lowes Company), Sears Holdings, GoDaddy, Samsung, 1-800-Flowers.com, IHG and more. To see the full list of speakers, download the official agenda www.execsintheknow.com/crs-chicago-agenda/.

To learn more or to register, visit the event website www.execsintheknow.com/events/crs-chicago/.

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, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

Execs In The Know Announces the Formation of CX Partner Advisory Board

Leaders from seven trusted organizations that provide a product or service to customer care organizations form new CX Partner Advisory Board for 2017.

PHOENIX, AZ. – (July 26, 2017) – Execs In The Know, advocates for the Customer Experience Executive and hosts of leading customer experience conference – Customer Response Summit, have announced the formation of a CX Partner Advisory Board. The 2017 Board includes seven member organizations committed to improving the customer service experience and advancing the care industry as a whole. The organizations represented include Interactions LLC, Teleperformance, Genesys, Gladly, COPC, Retailpivot Consulting LLC., and Modern Contact Consulting, Inc.

The Execs In The Know CX Partner Advisory Board will provide industry knowledge, advice, guidance, and recommendations to the EITK community. The Board representatives will use their knowledge of innovations, developments, and customer behaviors to deliver thought leadership, educational content, and direction.

“We are lucky to have the opportunity to work with so many talented, reputable, and knowledgeable subject matter experts in our community,” said Chad McDaniel, President of Execs In The Know. “The creation of our CX Partner Advisory Board brings together seven individuals excelling in the customer experience industry and delivering customer success for their brands and their customers. They are a vital piece of the Execs In The Know community and will strengthen it further through their involvement in our events, webinars, content pieces, philanthropic activities, and meetings.”

Board Members:

Jay Wolcott, VP Social Product, Interactions LLC
Amit Shankardass, Executive Vice President, Teleperformance
Ted Hunting, Vice President, North America Marketing, Genesys
Joseph Ansanelli, CEO & Co-Founder, Gladly
Judi Brenstein, Vice President, COPC
Kathryn McGavick, President, Modern Contact Consulting, Inc.
Razia Richter, CEO, Retailpivot Consulting LLC.

To learn more about the Execs In The Know CX Partner Advisory Board, visit http://www.execsintheknow.com/about-us/advisory-board/ Continue reading

Execs In The Know Hires Errol Greene as Vice President Advocacy Marketing Solutions

PHOENIX, AZ – (May 31, 2017) – Execs In The Know, a global network of customer experience professionals, is pleased to announce the recent hire of Errol Greene, who joins the EITK team as Vice President Advocacy Marketing Solutions. Within this role, Greene will be responsible for a variety of initiatives including supporting the Customer Response Summit events, webinars, workshops and helping to expand the reach of the Execs In The Know brand.

“Having been an Execs In The Know customer for several years, I’m a strong supporter of what the EITK team has built,” said Greene. “I’ve seen their commitment to customer experience firsthand, as well as the positive impact they have made on the CX community. I’m extremely excited to now be a part of the EITK family.”

“My primary goal will be to help customer experience professionals connect and discover innovative, cutting edge best practices to help them do their jobs more effectively.”

Greene comes to EITK with three-and-a-half years of experience in the BPO field and over fifteen years’ experience in research and technology.

“I intend to apply my customer experience, writing and research background to help grow EITK and serve the Execs In The Know customer base,” said Greene.  “I plan to reach out to our customers to help better understand their needs, wants and challenges. My goal will be to use our communities’ feedback to continue to grow and improve service offerings that can help our community effectively meet their own internal business goals. “

Greene can be contacted at errol@execsintheknow.com and at 404-805-3923.

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, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

COPC Inc. and Execs In The Know Publish Retail Customer Experience Research Insights

WINTER PARK, FL — (May 24, 2017) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, together with Execs In The Know, a global network of customer experience professionals, announce the results from their first retail industry survey, CXMB Industry Insights: Retail. This retail report was sponsored by Gladly, the customer service platform for the 21st century consumer. A key research finding is that almost half of both online and in-store shoppers think retail brands should focus improvement efforts on the customer care experience instead of other types of experiences, such as the shopping or purchase experience. To learn more about this and other findings, download the complimentary report.

CXMB Industry Insights: Retail is aimed at providing insights into consumer opinions and behaviors, specific to the retail industry. Topics in this report include comparisons between online and in-store shoppers in the areas of pre-purchase research, shopping, customer care, drivers of mobile device shoppers, and the multi-channel experience.

Findings reveal differences and similarities between online and in-store shoppers when it comes to the customer journey. Among the most popular methods of issue resolution — in-person, phone and email — online shoppers prefer to resolve issues via email, while in-store shoppers strongly prefer to resolve issues in person. However, both groups had low preference for self-serve solutions, including self-help and automated tools.

Additionally, responses between online and in-store shoppers are strikingly consistent when respondents describe what is most important to them when interacting with a retailer to resolve an issue. Customers want agents who provide clear communication, listen patiently, understand the issue, express empathy, and are empowered to break away from the script to get issues resolved. More information can be found on this infographic.  

Survey Insights:

– In the event of a customer care issue, 68 percent of online shoppers and 75 percent of in-store shoppers would rather interact with a human versus a self-help system to resolve the issue.

– Among consumers who frequently shop from their mobile device, 44 percent would choose email as their preferred communication method with a brand compared to just six percent who would choose a phone call as their preferred communication method.

– Thirty-five percent of survey respondents think retail companies do a better job of providing a positive customer experience compared to other industries.

“We know retail brands have a huge opportunity to differentiate themselves by providing an exceptional customer experience. We conducted this survey to show real customer needs and to provide actionable data that all retailers should consider to improve customer satisfaction and increase loyalty,” said Kathleen Jezierski, chief operating officer, COPC Inc.

CXMB Industry Insights: Retail is the second in a series of industry-specific reports and is an extension of the Customer Experience Management Benchmark (CXMB) Series, also published in partnership between COPC Inc. and Execs In The Know. The first industry-specific report examined travel and hospitality and is available here.

“CXMB Industry Insights allows us to dive deeper into various industries and provide relevant insights that our community members in each vertical are seeking,” said Chad McDaniel, president, Execs In The Know. “Our retail survey offers information about consumer perceptions, expectations and behaviors so that our community can have a better understanding of the customer landscape in online and brick-and-mortar retail.”

For more information about the findings of this retail research or the CXMB Industry Insights survey series, contact Judi Brenstein, vice president, COPC Inc., at jbrenstein@copc.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. To learn more about COPC Inc., visit www.copc.com.

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. For more information, visit www.execsintheknow.com.

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

Leaders Learning From Leaders at Insights-Driven, One-Day Event Focused on Customer Success

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”.

For more information visit the CXMB Series Workshop section of the Execs In The Know website at execsintheknow.com/events/cxmb-workshop.

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 http://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

Customer Management Executives From Square, Amazon, and Petco Join Execs In The Know 2017 Corporate Advisory Board

PHOENIX, AZ. March 20, 2017 – Execs In The Know, advocates for the Customer Experience Executive, have announced three new additions to their 2017 Corporate Advisory Board. Nate Rosenthal, Head of Customer Support at Square, Tom Weiland, Vice President, Global Customer Service at Amazon, and Jodi Watson, SVP Petco Direct and acting Chief Marketing Officer at Petco will join the 9 Customer Service Leaders that currently sit on the Advisory Board.

“Putting customers first and continually improving customer experience is critical for any business’s success,” said Rosenthal. “I’m excited to serve alongside and learn from leaders who share Square’s commitment to customers as we work to move our industry forward.”

“As a company obsessed with understanding what our consumers’ needs are in order to be better pet parents, I’m excited to join this group of like-minded subject matter experts who all share a common goal to exceed our customer’s expectations and deliver outstanding experiences,” said Watson.

The Execs In The Know Advisory Board is a group of top executives in customer experience, from many of today’s prominent brands, across various industry verticals. The focus of the board is to provide measurable value to their businesses, by delivering customer experience improvements, in an efficient and effective manner. They leverage research, data, and the experience of a broad network of world class brands to develop leaders, advocate change, and transform the customer experience. They identify gaps, key strategies, and trends that ultimately enhance the Execs In The Know – Customer Response Summits, workshops, and content. They are the cornerstone of the Execs In The Know community and strengthen it through their involvement in various events, webinars, content pieces, philanthropic activities, and meetings. Continue reading

Customer Executives to Meet in Vegas to Enhance CX and Innovation in Their Omni-Channel Service Strategies

Speakers From Hilton Worldwide, Williams-Sonoma Inc., Sony Computer Entertainment America LLC, and BaubleBar to Keynote Execs In The Know – Customer Response Summit Las Vegas

PHOENIX, AZ. January 12, 2017 – Advocates for Customer Experience Professionals, Execs In The Know, have announced the speakers for their next executive gathering – Customer Response Summit (CRS) Las Vegas. CRS Vegas will take place February 6-8, 2017 at the ARIA Resort and Casino, in Las Vegas, NV. Topics like digital transformation, channel optimization, employee engagement, culture, outsourcing, and more will be covered. The Summit will include keynotes from Hilton Worldwide, Williams-Sonoma Inc., Sony Computer Entertainment America LLC, and BaubleBar.

CRS Vegas is a gathering of customer experience leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the Summit include a behind-the-scenes tour of the customer care heart of Williams-Sonoma Inc. and the release of the CXMB Series 2016 Corporate Edition, a joint effort between Execs In The Know and COPC Inc.

“Customer Response Summit focuses on engagement, candid conversation, and one-to-one interaction with your peers,” said Chad McDaniel, President and CEO of Execs In The Know. “Our ‘Leaders Learning From Leaders’ approach allows our community members to work together to solve challenges, innovate their own customer experiences, and stay on top of the latest trends. CRS Vegas is the best event to attend if you want to achieve customer service greatness.”

Other brands that will be speaking include LinkedIn, Amazon, Square, Cigna, Barnes and Noble, Harry & David, Redbubble, Evernote, YouTube, UPS, lululemon and more. To see the full list of speakers, download the official agenda http://www.execsintheknow.com/crs-vegas-agenda/.

To learn more or to register, visit the event website http://www.execsintheknow.com/events/crs-las-vegas/.

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, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

COPC Inc. and Execs In The Know Publish Travel and Hospitality Findings as Part of New Industry-Specific Customer Experience Research

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PHOENIX, AZ — (November 21, 2016) — Execs In The Know, a global network of customer experience professionals, together with COPC Inc., announce the results from their first travel industry survey, CXMB Industry Insights: Travel & Hospitality. The survey focused on the customer care experience, the purchase experience, and customer loyalty.

The findings show that both leisure and business travelers are using multiple customer service channels to resolve issues. However, customer satisfaction is higher when travelers self-select a channel that they want to use rather than being forced into one. Furthermore, a consistent experience across channels is so important among travelers that it ranks higher than competitive pricing and a personalized experience.

Survey participants were U.S.-based individuals traveling for business only, leisure only or both. Here are some key travel and hospitality industry findings for both leisure and business travelers. See the infographic for more details.

– Business and leisure travelers still prefer to talk to someone in person or on the phone to resolve their issues. Both groups were equally open to using new channels of communications — social media, text, mobile chat and smartphone app — at 27 percent for business travelers and 30 percent for leisure travelers.

– When multichannel communication is a choice rather than a forced approach for issue resolution, customer satisfaction increases. Conversely, when forced into a multichannel approach to resolve an issue, both business and leisure travelers stated a dissatisfaction rate at nearly 50 percent.

– Both business and leisure travelers consider a consistent customer experience across communication channels significantly more important than competitive pricing. In particular, 60 percent of leisure travelers stated a consistent experience was important.

“We are pleased to provide the results of this survey, showing how a multichannel approach to meeting customer needs can affect the traveler’s experience. For companies focused on providing excellent customer care, our findings reveal a choice of communication options is the key to customer satisfaction. Travel and hospitality brands should not only be present in the channels their customers prefer, but also need to be capable of resolving their issues through these channels,” said Kathleen Jezierski, chief operating officer, COPC Inc.

“CXMB Industry Insights allows us to dive deeper into different industry segments and provide the important insights that our community members in each vertical are looking for,” said Chad McDaniel, president, Execs In The Know. “Our findings provide a better understanding of the customer landscape in the travel and hospitality sectors, and hopefully will spark some ideas for brands to improve the customer experience and enhance overall customer satisfaction.”

This travel survey is the first in the series of industry-specific research, and is part of the larger Customer Experience Management Benchmark (CXMB) Series, also published in partnership between COPC Inc. and Execs In The Know.

Download http://ow.ly/OxT3306onPG, or sign up to receive future survey results produced by COPC Inc. and Execs In The Know. Other industry-specific reports will follow in early 2017.

To hear a further discussion about CXMB Industry Insights: Travel and Hospitality, join COPC Inc. and Execs In The Know on Tuesday, December 6,at 1 p.m. ET for a webinar. To register, visit http://ow.ly/yYyY306onpY .

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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. For more information visit www.execsintheknow.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, Florida, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com