Inside this report, you'll discover an exclusive behind-the-scenes look at the executives who attended the 2025 March edition and the high level of engagement you can expect from our platform. Key highlights include a breakdown of those in attendance, a summary of five standout sessions, testimonials, advisory board members, and sponsors.

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.

In today's digital landscape, delivering consistent, tailored experiences is crucial for all brands. Being present at the right touchpoint is essential, as missed expectations can erode brand trust and loyalty. With 96% of consumers saying a negative experience affects their likelihood of returning and 12% willing to switch brands after one poor interaction, CX leaders must prioritize seamless experiences. This report explores how AI-powered search and content recommendation platforms can help brands meet these demands and drive business outcomes.

What's inside this report?

• The state of brand trust and loyalty
• The value of AI-powered relevance
• Using AI to deliver personalized experiences