The product of exclusive research, CCW Digital’s annual Future of the Contact Center market study provides the answers.

Topics include:

• The top customer experience metrics for 2025
• Controversial ways businesses are predicting employee dissatisfaction and churn
• New roles for agents and senior leaders in the contact center of the future
• The evolving importance of personalization in the age of AI -- and the factors that could jeopardize human connections in tomorrow's contact center
• Strategic and technology initiatives no CX leader can ignore in 2025 and beyond

To understand the state of AI, including today’s wins and losses and tomorrow’s goals and hesitations, CCW Digital conducted in-depth research. The research informs this exclusive Market Study.

Topics include:

• The top AI investment priorities shaping customer service in 2025.
• How contact center leaders truly feel about their AI investments this year.
• The ongoing struggle between AI automation and customer expectations.
• How Agentic AI could redefine self-service and customer engagement.
• The delicate balance between AI efficiency and the human touch.
• What’s holding businesses back from full AI adoption – and how to overcome it.
  

In the age of customer autonomy, meeting modern expectations requires more than responsive service—it demands empowering customers to take control of their journeys.

This briefing explores:

• Why customer empowerment is so challenging.
• How to avoid common pitfalls and enable true customer autonomy.
• Real-world case studies showcasing the benefits of delivering experiences on the customer’s terms.