COPC

SEPTEMBER 9, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Q: What has been the biggest challenge in the deployment of AI technology at Ant Financial, and how did you overcome it?

industry standards 40

industry standards Self service Strategic Value Finance 40

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. These changes have been strongly influenced by the development and adoption of new technologies. Ding Yi (Allen), Director of Customer Service.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. These changes have been strongly influenced by the development and adoption of new technologies. Ding Yi (Allen), Director of Customer Service.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 3, 2019

“… the technology revolution (e.g., re-establishment of industry standards.”. is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management.

industry standards 40

industry standards Enterprise Technology Self service 40

Fonolo

FEBRUARY 9, 2023

The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades. You might be thinking that this standard is based on careful analysis. It was arbitrarily chosen in the early days of call center technology.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades. One would hope that this standard is based on careful analysis, but in reality, it’s not an 80/20 rule or principle at all.

Service level 96

Service level Call Center Abandon rate Metrics 96