CCW Analyst Insights
The Resurgence of In-Person Shopping
May 21 by London Whiting
E-commerce isn’t going anywhere, but brands need to make in-person retail experiences not only transactional, but experiential.
Turbulence Ahead: The Airline CX Crisis
May 18 by London Whiting
Between rising fuel prices, post-pandemic travel demand, and aggressive cost-cutting, the flying experience has gotten away from the customer.
Generative AI & Testing Tools: A Paradigm Shift for CX Testing in 2026
July 01 by Audrey Steeves
Explore how leading organizations use generative AI and testing tools to validate CX initiatives, reduce risk, and improve AI performance in 2026.
Operating at Scale: How Five Enterprises Are Turning Agentic AI Into Infrastructure
June 30 by Brooke Lynch
Discover how Henkel, Bosch, Toyota, Salzburg AG, and Hyatt are scaling agentic AI with the right architecture, governance, and operational strategy.
The Composable Contact Center: Building Service for the AI Era
June 30 by Brooke Lynch
Learn how composable contact center architectures unify AI, data, and workflows to deliver faster resolutions and better CX.
Customer-Centric by Design: Why Contextual Speed Drives Modern CX
June 18 by Brooke Lynch
Learn how proactive, personalized engagement helps brands deliver faster, customer-centric CX.
Executive Research Report: From Deflection Tool to Resolution Engine: State of Agentic AI In Contact Centers
June 18 by Brian Cantor
Explore how agentic AI is improving ROI, resolution rates, and self-service in contact centers.
Executive Research Report: Delayed Augmentation: Why Customer Contact Teams Are Falling Behind In the Agentic Era
June 15 by Brian Cantor
New research reveals how weak agent empowerment is limiting AI success in customer service.
The Conversation Layer: Where the Next Decade of CX Will be Won
May 29 by Audrey Steeves
Discover why the conversation layer will define the next decade of customer experience success.
From Data to Decisions: How Analytics Powers Intelligent Automation
May 29 by Brooke Lynch
Discover how analytics transforms data into insights that drive intelligent automation at scale.
Building the Connected Experience: Keys to Unity in The Age of AI-Powered Customer Contact
May 29 by Brian Cantor
Discover the strategies that connect channels, data, and teams for seamless customer journeys.
Five Lessons From Nightlife CX
May 20 by London Whiting
Nightlife customer experiences can teach many broader lessons when every detail comes together to create an unforgettable night out.
