Whitepapers

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

Explore how AI agents are reshaping customer service and employee roles in 2025.

Every vendor who sells a generative AI agent for contact centers makes the same big claims about what you can achieve with their product – smarter automation..

The customer service leader’s guide to choosing which path is right for your business

CCW Digital Magazine: Agentic + Generative AI, Issue 1 April 2025

In this report we’ll look at two key trends -- personalization and omnichannel experiences.

How leading brands are turning customer experience into a growth engine

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

How do your contact center stats stack up? This new IDC InfoBrief dives into the latest metrics to see how your performance compares to others in your industry

AI trends in 2025: How CX leaders use automation to enhance support and modernize experiences.

A premier content vehicle designed to connect customer contact, CX, and technology leaders with cutting-edge strategies, innovations, and solutions

This report provides the answers, highlighting ways to use AI-powered analytics to unify and elevate all facets of the customer journey.