Check out the titles, companies, and top priorities of executives who joined last year's CCW Emerging Tech Exchange!

Customer contact leaders have emphasized the need for “serving customers on their own terms” and creating “seamless, end-to-end journeys” for over a decade. However, most customer experiences and internal operations remain deeply fragmented.

As customer expectations rise and new channels emerge, the costs of disconnection are increasing. This research-driven study offers insights on building a “next-generation omnichannel customer experience” that reduces friction, boosts productivity, and enhances personalization.

Key topics include:

• Stats on changing customer expectations, including new standards for speed of answer, personalization, and empathy 
• Startling proof that brands are failing to deliver omnichannel experiences – and what this means for the end customer 
• The truth about whether you need to “offer every channel” or just “seamlessly connect the ones you do offer” 
• Transforming agent needs and expectations amid the rise of AI-driven self-service and new digital touch points 
• Top priorities for making omnichannel a reality in 2025 and beyond 
• Recommendations for key omnichannel strategies, including “right-channeling,” intelligent routing, and more