CX News and Trends

Unlock CX success with data: Discover key trends, pitfalls, and next-gen analytics to elevate your brand.

Almost half of organizations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organizations make to sta

Get essential insights into what’s next for business CX and AI in 2025

Why Digital CX Fails. And How You Can Succeed with a Digital First Approach

The 11 Providers That Matter Most And How They Stack Up

Brands can now capitalize on increased accessibility to go global and reach new audiences. But remember: Global shoppers want highly local experiences. Consumers want to be seen, heard and understood...

In the face of rapid technological changes, including the sudden emergence of generative artificial intelligence (Gen AI), contact centers are quickly evolving. And the security measures they use to s...

CCW Digital conducted an extensive survey into the preferences of today’s consumers. The resulting insights – and recommendations – form this exclusive market study on CX Trends, Challenges, and Oppor...

Employee experience discussions are rich with catchphrases: “happy agents = happy customers,” “people are your greatest asset,” “let AI absorb simple issues so agents can focus on complex ones.”...

Special Report: Exceeding Expectations or Falling Short? U.S. Auto Insurance Claims Trends, Insights and Impacts Revealed

The customer experience is more important than ever before. Customers expect brands to know them, understand their needs and take action immediately. No longer a transactional process, customers want...

When thinking about personalization, we often think of traditional channels and customer service experiences — from lengthy phone calls unpacking customer needs to detailed emails sharing...