YOUR OPERATIONS TEAM: The Holy Grail in Achieving Customer Experience Excellence.


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Times have changed and we are among a customer experience revolution comprised of savvy customers and fierce competition. The secret to acquiring new customers and “WOWing” current customers is desperately sought after, creating a ruthless battleground. Social media is becoming a “war zone” as brands are using these portals to identify and steal unsatisfied customers from their competition.

Data and trends buried in mundane monthly & quarterly reports are no longer effective; in order to achieve customer experience excellence your operations team must react quickly by implementing preventive & proactive measures.

Sound familiar?
One of your technicians is out on the road. He is repeatedly forgetting a simple routine task which happens to be a great cause of customer dissatisfaction. In one day he visits 5 different homes repeating that same mistake. As the weeks go by, reports begin to identify a rise in customer dissatisfaction, calls to your customer contact center, and repeated technical visits.

This is unacceptable in today’s marketplace. You need to empower your operations team with real-time consumer intelligence by operationalizing marketing data. By immediately identifying issues, resolving them efficiently, and coaching the employees & subcontractors in real-time, your operations team is the key to eliminating dissatisfied customers and creating that highly sought “WOW” factor.

The mission of any operations team should be focused on one common goal: to achieve customer experience excellence.


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Anthony Lacopo
Anthony founded Utopia Image in 2006 and grew it from a market-research company into the first fully integrated Customer Experience Management agency. Driven by entrepreneurship and collaboration, Anthony recently added a Certificate in Entrepreneurship from the Massachusetts Institute of Technology (MIT) to his MBA in Finance from Université du Québec à Montréal (UQAM). He also holds a BA in Electrical Engineering from Montreal's École de Technologie Supérieure (ETS) and a LL.B. in Business Law from Université de Montréal. A true visionary, an enthusiast and an innovator; Anthony set a single


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