: Replaces "Transaction" to reflect engagements across all channels, including AI dialogues.
: The focus has shifted from individual transactions to end-to-end service journeys. This requirement ensures that transitions between automated and human touchpoints are seamless and low-effort for the customer.
All certifications and recertifications must comply with Release 8.0. copc updated
: Replaces "Skills" to apply to both human and machine proficiencies.
The latest update to the COPC CX Standard , , was announced in February 2026 . This version represents the most significant shift in the framework’s 30-year history, moving from a human-centric focus to a unified management model that governs both live agents and artificial intelligence under a single set of requirements. Key Enhancements in COPC Release 8.0 : Replaces "Transaction" to reflect engagements across all
: Unlike previous versions that often managed bots and humans in silos, Release 8.0 provides a single set of guidelines. This ensures consistency across live agents, chatbots, and self-service interactions, treating them as a cohesive "powerhouse playbook".
Organizations currently using Release 7.x or 7.1 must prepare for a phased rollout of the updated requirements: February 2026 Release 8.0 is available for free download. Upskill Training March 2026 This version represents the most significant shift in
To reflect the integration of technology, several core terms have been updated to be more inclusive of AI: