Reports

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

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

Dive into six proven ways to turn employee experience ambition into real action – empowering teams, boosting engagement, and driving better customer outcomes.

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

Personalisation isn’t as simple as it seems. Many are stuck between intent and execution – this infographic reveals why and how to close the gap.

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

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

Unlock hidden revenue and customer loyalty by mastering technical customer support insights in your organization with our expert report.

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

Discover how customer management leaders are positioning themselves to manage the disruption currently facing the industry in this exclusive, data-rich report.

CCW Europe Advisory Board Member Aymen Ismail dives into why messaging platforms are becoming big business and why consumers expect brands to use them.

We break down the nuances and complexities behind the burgeoning market for outsourcing contact centre services on the European continent.