Whitepapers

In 2023, 57% of consumers felt their experiences with businesses were getting worse. In 2024, 55% expressed that sobering sentiment. Unfortunately, that slight

The product of research from exclusively within the BFSI community, CCW Digital’s inaugural vertical-specific market study

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 inf

Our annual look at the future of the contact center focuses on what AI will mean for customer service, employee experiences, and artificial intelligence in 2025

Customer contact leaders have spent more than a decade discussing the importance of “serving customers on their own terms” and connecting all touch points in a

Consumers are not yet content with the state of the digital and AI transformations; phone remains their #1 customer service channel, and more than 80% distrust

AI promises to radically transform customer engagement, but what does that mean for your contact center strategy?

CCW Digital conducted an extensive survey into the preferences of today’s consumers. The resulting insights – and recommendations – form this exclusive market study on CX Trends, Challenges, and Opportunities.

What can we do to ensure generative AI lives up to this hype? What strategic changes must brands make to capitalize on their new tech? The product of CCW Digital’s exclusive, in-depth research, this Market Study has the answers.

The 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.

Another year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. Only 4% of consumers feel...

CCW 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.