CCW Analyst Insights

These days, CX execs are increasingly stepping into the CEO role. Is experience in customer service more valuable than ever?

Spotify’s fitness push isn’t just about guided workouts. It’s about listening to its users.

Everything is starting to feel like a bet. Everyday decisions, from political outcomes to current events to celebrity drama, are increasingly gamified.

Customer privacy concerns are top priority. But what about employees?

The companies that are holding onto their customers are the ones that are centering the consumer’s experience rather than only prioritizing cost-cutting.

Agentic AI is becoming mainstream. What can this tell us about customers’ expectations?

This isn’t just a one-off restructuring. It signals a huge shift and sets the tone for other companies, and not just in tech.

This former social media manager weighs in on how to use social media feedback as a customer research tool.

Customer centricity has always been the goal, but it has become harder than ever before to execute.

[Signing up below confirms your pass to our upcoming webinars]

Discover how modern BPOs are evolving beyond cost savings to become strategic partners in AI-driven customer experience.

New York City’s public service hotline has excelled in unifying contact channels, allowing New Yorkers to choose how they want to resolve various issues.