CCW Analyst Insights
The New Customer Playbook: How Customers Measure Quality in 2025
October 07 by Audrey Steeves
Learn how quality expectations are changing and what customers value most.
New Research Webinar: Don’t Let AI Break Your Customer Relationships - Rules for Empathy in CX (Pre-Registration)
September 30 by Brian Cantor
Secure your spot in our upcoming webinar on the future of empathy and customer relationships in an AI-driven world.
Turn Insight into Advantage: How AI Memory Elevates the Customer Experience
September 30 by Brooke Lynch
This report will identify the key benefits of AI memory and how it fits into an effective AI strategy.
The Role of Proactive CX
September 24 by Audrey Steeves
The thirst for intelligent decision-making has come with an unintended consequence: data overload.
The New Agent Experience Checklist
September 19 by Brooke Lynch
AI is transforming contact centers—learn how to prepare agents for the new era of CX.
Omnichannel AI Agents
September 18 by Brian Cantor
Discover how omnichannel AI agents transform customer service by eliminating inefficiencies, boosting collaboration, and delivering seamless experiences.
Elevating Empathy: Achieving Human Connections in an AI-Powered World
August 28 by Brian Cantor
Learn how AI can empower agents to deliver empathetic, human-centric customer care.
7 Customer Service Lessons From My New York City Apartment Search
July 01 by Brian Cantor
The experience was frustrating. But I ultimately found a great NYC apartment - and learned 7 CX lessons.
Navigating Regulatory and Economic Risk in U.S. Contact Center Operations
May 30 by CCW Digital Editor
Adapt to 2025 U.S. policy shifts with strategies for contact center resilience and growth.
State of AI Agents for Customers and Employees
May 30 by Brooke Lynch
Explore how AI agents are reshaping customer service and employee roles in 2025.
Unlocking The AI-Powered Human Workforce
April 30 by CCW Digital Editor
How AI is reshaping agents, operations, and the future of work in contact centers.
CX by the Numbers: 3 Key Trends in 2025
April 30 by Brooke Lynch
In this report we’ll look at two key trends -- personalization and omnichannel experiences.
