Market Studies
Authoritative studies exploring how brands are evolving CX strategy, technology, and operations.
What’s Next in Personalisation?
November 13 by Simon Hall
Explore how personalisation drives growth, where it makes the biggest impact, and where leading brands are prioritising it on their agendas.
The CX Maturity Index: Where Brands Stand Today
September 10 by CCW Europe Digital
Explore four dimensions of CX maturity – strategy, operations, technology, and culture – and the capabilities that set CX leaders apart.
AI in CX: Today's Realities and Tomorrow's Possibilities
August 06 by CCW Europe Digital
Discover where organisations are excelling – and where they’re struggling – as they navigate the opportunities and challenges of AI adoption.
Key Principles for Delivering Enterprise-Wide CX Transformation
July 16 by CCW Europe Digital
To stay ahead of rising customer expectations, leaders are driving bold, data-powered CX transformations – discover the nine principles behind their success.
The Future of Contact Centre Agents
April 09 by CCW Europe Digital
When agents thrive, the brand shines. Discover how leaders are redefining the agent experience through bold strategies, smarter tools, and thriving cultures.
The State of Customer Management in 2025
January 22 by CCW Europe Digital
Unpack the core tactical, financial, leadership, and partnership pillars that are key to driving customer experience transformations in 2025 and beyond.
AI in CX: The Practicalities of Implementation
September 25 by CCW Europe Digital
Drawing on insights from over 100 European CX leaders, this data-rich resource uncovers where top organisations are investing AI in CX.
