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Sara looked at the audience of 2,000 operations leaders. “COPC gave us the framework,” she said. “But the standard is not a certificate on the wall. The standard is whether, on the worst day of a customer’s life, your company answers like a human, fixes like an engineer, and cares like a friend.”
The applause was quiet. Because everyone in the room knew that was the hardest KPI of all. Sara looked at the audience of 2,000 operations leaders
That night, she received an email from the CEO. Subject: The Last Bet. Attached was a PDF: COPC CX Standard for Customer Operations, Release 6.2. your company answers like a human