Market Studies

Explore how personalisation drives growth, where it makes the biggest impact, and where leading brands are prioritising it on their agendas.

Explore four dimensions of CX maturity – strategy, operations, technology, and culture – and the capabilities that set CX leaders apart.

Discover where organisations are excelling – and where they’re struggling – as they navigate the opportunities and challenges of AI adoption.

To stay ahead of rising customer expectations, leaders are driving bold, data-powered CX transformations – discover the nine principles behind their success.

When agents thrive, the brand shines. Discover how leaders are redefining the agent experience through bold strategies, smarter tools, and thriving cultures.

Unpack the core tactical, financial, leadership, and partnership pillars that are key to driving customer experience transformations in 2025 and beyond.

Drawing on insights from over 100 European CX leaders, this data-rich resource uncovers where top organisations are investing AI in CX.