The Customer Operations Performance Center (COPC) Customer eXperience (CX) Standard... Customer Experience (CX) has evolved from a marketing concept into a core operational and strategic discipline. Organizations now compete not only on price or product quality but on consistency, reliability and ease of interaction across the customer lifecycle. To manage CX at scale, organizations rely on formal standards, frameworks and metrics. Among the most widely referenced are the COPC Customer Experience Standard, ISO 18295 for customer contact centres, ITIL for IT service management and experience metrics such as NPS, CSAT and CES. Each serves a different purpose. None replaces the others. Together they form a complete CX operating model. 2. Introduction to Customer Experience Customer Experience refers to the sum of all interactions a customer has with an organization across physical, digital and human touchpoints. Modern CX includes pre-purchase discovery, sales and onboarding, service and ...