LOOKING FORWARD TO THE CCW UK SUMMIT 2027
10 - 12 May 2027
| London
The State of Customer Management in 2026 (Analyst Report)
Customer experience has won the strategy debate. Most boardrooms know what’s at stake – and the cost of getting it wrong.
Now only one question matters: execution. With 94% of organisations prioritising CX transformation and investment still rising, advantage no longer comes from ambition. It comes from delivery. Data, technology, and teams must move together – or value seeps away.
The State of Customer Management 2026 explores how leading European organisations are closing the execution gap – and why many are not.
Inside the report:
- Why CX governance is the new battleground as ownership fragments across the enterprise
- Where CX investments stall, as silos, data fragmentation, and slow processes outweigh budget or tooling gaps
- How the contact centre is becoming a strategic nerve centre – despite limited enterprise integration
- Why leaders are moving beyond CSAT and NPS to link CX directly to retention, lifetime value, and growth
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