Today’s service environments are anything but linear. Channels multiply, interactions overlap, and invisible dependencies shape outcomes in real time. Yet too many organisations still treat service design as an efficiency exercise – delivering fixes that mask complexity rather than resolve it.

New research from CCW Europe reveals the scale of the challenge: 75% of CX leaders admit their organisations struggle to identify and resolve journey obstacles effectively. To meet this challenge head on, business leaders must rethink the very foundations of service delivery.

The answer? A design logic built on a new trinity: Data, automation, and empathy. Download this report to unpack what that looks like.

Inside, you’ll discover:

• Fresh insights from 100+ CX leaders
• Case studies from Virgin Media O2, Nottingham Building Society, and NatWest
• How the trinity combines to create adaptive, human-centred services

Explore how leading organisations are reshaping service delivery for a resilient, future-ready world.