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Is your Service Journey helping or hindering customers?

Are your customers bouncing between touchpoints searching for help? Are they caught in policy loops and frustrated with communication gaps? If so, you need to ask yourself this critical question: Is your company making the Service Journey too difficult for customers?
A Service Journey begins when a customer contacts a company to make a request, resolve an issue or begin a process. It can be as simple as making a one-time payment using a company app, or as complex as applying for a mortgage with interactions that span many days and touchpoints. The key to success is making the Service Journey as positive and efficient as possible for your customers.
We all want happy customers! Join us for our free webinar:
Service Journey Designs for Competitive Edge – June 18, 2020
4:00pm India Std Time (UTC+5)
6:30pm Singapore Time (UTC+8)

Service Journey ThinkingSM is a comprehensive approach for improving the experience customers have along the Service Journey. Taking into consideration not only the customer’s perspective, but the components that support the experience – people, technology, processes and policies. By applying Service Journey ThinkingSM, COPC Inc. helps brands promote greater efficiency, improved performance and reduced costs within their operations.

Consultant Spotlight

Meet Ian Aitchison — CEO of the Asia Pacific (APAC) Region of COPC Inc.— The Service Journey ThinkingSM Expert
Ian Aitchison is the CEO of the Asia Pacific (APAC) Region of COPC Inc. and has great expertise in Asian and Australian customer experience, contact centre and operational strategy, having worked extensively throughout the region. He has more than twenty years of experience in the customer experience and contact centre industry, marked by the consistent delivery of quality, service and process improvement that is the hallmark of the COPC® Customer Experience Standard.His recent work includes the development of the Service Journey ThinkingSM methodology which supports operations in driving improved customer loyalty and reduced customer effort.

In addition to leading COPC Inc. in the Asia Pacific Region, Ian provides management training and consulting advice to more than 30% of the world’s top 50 brands. He is a Senior Auditor for the COPC CX Standard, is a Six Sigma Black Belt, and was the Chairman of the Contact Centres Asia Conference between 2012 and 2018.

Read Ian’s blog post: “Focusing on Service Journeys”

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Client Interview:
Byron J Fernandez, EVP Malaysia & India/Group CIO TDCX, Malaysia/India, in addressing the Covid-19.

COPC Inc. recently sat down with Bryon J. Fernandez, EVP Malaysia & India/Group CIO, who is responsible for operations and business for TDCX in Malaysia and India, while also overseeing information management for the wider organization. This is what he has to say:

“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for virtual collaboration (some of which have such an impressive ability to foster teamwork) and keep an open mind. Now more than ever, we need to be ready to change.”
— Byron J. Fernandez, EVP Malaysia & India / Group CIO


CCAM in Knowledge Partnership with

Service Journey Designs For Competitive Edge: Webinar June 18, 2020

Contact Centre Association of Malaysia (CCAM)

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