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

Tag Archives: CXMB 2015 Corporate Report

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

Execs In The Know and COPC Inc. Release the Executive Summary for the 2015 Corporate Edition of the Customer Experience Management Benchmark Series

Insights from Over 70 Brands, Including AT&T, Sony, Ford Motor Company and TXU Energy, Show An Ongoing Disconnect Between Consumers and Companies In Meeting Customer Care Expectations

PHOENIX, AZ and WINTER PARK, FL — January 22,  2016 – Execs In The Know, a global network of customer management professionals, and COPC Inc., a leader in customer experience operations, have announced an Executive Summary release for the 2015 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.

The 2015 Corporate Edition is the seventh report in the CXMB Series and extends trend lines revealed in past editions, including specific data comparisons with the 2015 Consumer Edition.

“While the gulf between corporate and consumer perception has narrowed, the divide shows us that there’s still work to be done,” said Chad McDaniel, President and CEO of Execs In The Know. “The strength of our reports lie not only in the data points that trend year-over-year, but also in the direct comparison between the corporate and consumer perspective. We hope that the information can be used to assist corporations in identifying, prioritizing, and addressing the needs, wants and expectations of their consumers.”

The complete Corporate Edition of the CXMB survey will be released at the Execs In The Know Customer Response Summit Phoenix, February 23-25, 2016. COPC Inc. will lead a panel of executives who will explore the findings of the report in greater detail. Continue reading