2011 Benchmark industry standards 
COPC
MAY 19, 2023
in 2011 and became instrumental in driving customer experience improvements for clients across Australia, New Zealand, Indonesia, Singapore, Malaysia, Thailand, the Philippines, India, Sri Lanka, Hong Kong, USA, China and Korea. About the Author Alex Boland | COPC Director of ANZ Operations Alex Boland joined COPC Inc.
Horizon CX
DECEMBER 27, 2019
His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. It is regarded as an industry-standard CX metric that will likely continue into 2020 and beyond. Summary of Key Learnings.
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