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CMP Research evaluated 15 solution providers who offer customer analytics tools for customer contact, CX and sales functions. The providers are segmented into five categories: pioneering, leading, core performing, up & coming and emerging using analyst analysis, user feedback and marketplace data across ten investment criteria. This report shows how each provider compares and informs investment decisions.

Welcome to the inaugural Customer Analytics Exchange! This invitation-only event is built for industry leaders committed to shaping the future of CX through data-driven insights by providing opportunities to engage in thought-provoking discussions, hands-on masterclasses, and high-impact networking opportunities - all designed to help you harness the full potential of customer data.

Program Themes

• Hyper-Personalization & AI-Driven CX – Tailoring experiences with predictive insights
• Ethical & Responsible AI – Building trust through fairness and transparency
• Real-Time & Behavioral Analytics – Anticipating needs and enhancing decision-making
• Transforming Data into Action – Turning insights into impactful strategies
  

Less than 15% of consumers feel brands are sufficiently personalizing customer interactions. The majority continue to endure long wait times on the phone, while remaining wholly underwhelmed by AI-driven chatbots.

Generative AI had a big year. After an impressive introduction, CX leaders immediately took note. Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it, seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game.

Modern customers now expect seamless digital experiences, they want access to comprehensive insight and a personalized approach that fits their unique needs. And with all of the tools and technology available today, this expectation doesn’t seem too far fetched. However, brands consistently struggle to deliver high-quality digital experiences. Lacking an understanding of how their customers want to engage and what they need out of interactions, many brands are using digital as a deflection tool.

The product of CCW Digital’s in-depth research into the state of generative AI, this market study provides the answers. It reveals how contact center leaders are approaching their generative AI investments, which self-service and employee experience objectives are most crucial, what risk factors warrant serious consideration, and how contact center strategy must transform to account for an AI-driven future.

Customer experience is undergoing a dramatic transformation—from cost center to core business strategy. This white paper presents exclusive insights from senior CX executives across North America and Europe who are leading that change.

What you’ll learn:

• Why traditional contact center models are falling short
• How to align CX with executive priorities and long-term growth
• What it takes to combine AI with human expertise to drive loyalty
• Real-world frameworks for turning CX into a competitive advantage

“CX is the number one competitive advantage in today's marketplace. Those who prioritize it will win.” – Filip Popovic, Head of Global CX, Avon International