Market Studies

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

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

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

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

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

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