Reports

Explore how personalisation drives growth, where it makes the biggest impact, and where leading brands are prioritising it on their agendas.

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

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.

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

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

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

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

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

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

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

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.