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

Tag Archives: Best Practices 2016

Petco & RBC Royal Bank to Host 2016 CXMB Series Spring Workshops

Leaders Learning From Leaders in Exclusive One Day Events Focused on CX Data 

PHOENIX, AZ. March 16, 2016 – The 2016 CXMB Series Workshop, organized by Execs In The Know and COPC Inc., is headed to two cities this spring, with stops in San Diego, CA (May 4th) and Toronto, Canada (June 7th). These exclusive, one day events present an excellent opportunity for industry professionals to gather and share their customer experience challenges, successes and insights. This year the spring events will be hosted by two exceptional brands that are strongly committed to the concept of Customer First: Petco and RBC Royal Bank.

As with past CXMB Series Workshop events, great attention will be paid to the results of the Customer Experience Management Benchmark (CXMB) Series reports — 2015 Editions. The CXMB Series is a collaborative effort between Execs In The Know and research partner, COPC Inc. Published bi-annually, the CXMB series provides valuable customer experience insights from both the consumer and corporate perspectives. This year’s reports reveal intriguing discoveries in the areas of consumer preference, channel growth and the multi-channel experience. The CXMB Series proves especially insightful when viewed as a whole, directly comparing results between the two editions.

A few highlights from the findings:

• 79% of corporate survey participants believe they are meeting the needs and expectations of customers, while only 33% of consumers report having their needs and expectations met Continue reading