CCW Analyst Insights

The thirst for intelligent decision-making has come with an unintended consequence: data overload.

AI is transforming contact centers—learn how to prepare agents for the new era of CX.

Discover how omnichannel AI agents transform customer service by eliminating inefficiencies, boosting collaboration, and delivering seamless experiences.

Learn how AI can empower agents to deliver empathetic, human-centric customer care.

The experience was frustrating. But I ultimately found a great NYC apartment - and learned 7 CX lessons.

Explore how AI agents are reshaping customer service and employee roles in 2025.

Adapt to 2025 U.S. policy shifts with strategies for contact center resilience and growth.

In this report we’ll look at two key trends -- personalization and omnichannel experiences.

How AI is reshaping agents, operations, and the future of work in contact centers.

AI trends in 2025: How CX leaders use automation to enhance support and modernize experiences.

A premier content vehicle designed to connect customer contact, CX, and technology leaders with cutting-edge strategies, innovations, and solutions

Employees and leaders are divided on what makes employee experience: fancy office perks or remote work.