Whitepapers
2024 January Market Study: Future of Contact Center Employees
January 30 by Brian CantorThe product of exclusive, in-depth research, it reveals what you need to know to build a team of agents who can make unrivaled customer connections in today’s unprecedented CX landscape.
2023 November Market Study: Future of the Contact Center
November 20 by Brian CantorAnother year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. Only 4% of consumers feel...
2023 September Market Study: Contact Center of 2030
September 28 by Brian CantorCCW Digital recently conducted exclusive research into the current and future state of the contact center. The results inform this Market Study, which provides the predictions, concerns, and opportunities that should be top-of-mind as you look ahead to 2030 and beyond.
2023 August Market Study: Modernizing Service Experiences With AI & Digital
August 17 by Brian CantorThis Market Study reveals how to correctly approach digital and AI technology so that experiences improve, customer trust increases, and business results soar.
2023 June Market Study: CX Trends, Challenges, & Opportunities
June 13 by Brian CantorCCW Digital’s Annual Consumer Preferences Survey reveals that customer experiences are actually regressing, with brands continuing to miss the mark in areas like personalization, speed, convenience, empathy, and channel accommodation.
2023 May Market Study: Generative AI & Chatbots
May 31 by Brian CantorYears of excitement around AI have corresponded with years of disappointment in the results. Despite promises of augmenting agent performance, more than two-
CCW Las Vegas Presents: 2023 April Market Study: Customer Contact Industry Review
April 25 by Brian CantorThis research-driven Market Study will review the new state of the contact center, uncovering strategies for agent engagement, digital communication, artificial intelligence, customer data, and more, that will lead to more efficiency and customer centricity.
CCW San Antonio Presents: 2023 January Market Study - State of Contact Center Technology
January 27 by Brian CantorPresented by CCW San Antonio, this research-driven Market Study reveals why past contact center initiatives have failed – and what steps leading brands will take to make success (and customer centricity) a reality in the months and years ahead.
2022 November Market Study: Future of the Contact Center
November 30 by Brian CantorWhat initiatives, consequently, should contact centers be prioritizing in 2023? What actions will allow them to turn their visions into realities? CCW Digital’s research-driven Market Study on the Future of the Contact Center has the answers.
2022 September Market Study: Smart Contact Centers
September 30 by Brian CantorIn theory, the emergence of “smart” contact center solutions is the solution to this enduring technology challenge. But which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents?
2022 August Market Study: Modernizing Service Experiences With AI & Digital
August 12 by Brian CantorWhat strategies are working? What factors are thwarting success? What forecasts do leaders have for AI and digital technology over the next 5-10 years? The product of exclusive research, this market study has the answers.
2022 June Market Study: CX Trends, Challenges, & Opportunities
June 27 by Brian CantorInstead of guessing how consumers feel about their experiences with brands, why not ask them directly? That is exactly what CCW Digital did, and the results are available in our new Market Study on CX Trends, Challenges & Opportunities.