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CXMB Series: 2019 Corporate Edition Summary

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Execs In The Know © 2019

COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, and Execs In The Know have released of the 2019 Corporate Edition Summary of the Customer Experience Management Benchmark (CXMB) Series. The report, Corporate Insights: Understanding Corporate Strategies and Best Practices, provides customer experience management insights from the corporate perspective.

This year’s research introduces several new questions within the Staffing section, including a question on the utilization of “Gig Agents,” and another that examines the deployment of “universal agents” — that is, agents capable of handling a wide variety of issue types. In addition to new Staffing questions, this year’s report also includes a new question for the Technology section aimed at understanding the corporate objectives of artificial intelligence (AI) deployment, along with follow-up results for many of AI-related questions introduced last year. 

Along with the new questions, this year’s report once again includes a special section devoted to comparing results from the 2019 CXMB Series Consumer Edition (released in September 2019) and the latest Corporate Edition results.

The CXMB Series is a resource for customer care professionals looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Since 2012, two reports have been published each year. These include Consumer and Corporate Editions. 

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