Skip navigation and go to main content.

What We Solve

For Practitioners

Our independent research focuses on the four core operational areas that matter most to contact center leaders.

Employee Experience

Workforce management, agent retention, coaching, and building teams that last.

Customer Experience

CX strategy, omnichannel performance, self-service, and delivering reliable support across every touchpoint.

Technology & Transformation

Software selection, AI implementation, cost evaluations, and choosing tools that fit your operation.

KPIs, Metrics & Org Structure

Performance benchmarking, cost tracking, team structuring, and building data-backed cases for leadership.

Become a Client

Our Most Popular Tools

Compare and evaluate solution providers with confidence

Develop and recognize frontline talent

For Solution Providers

Software budget trends, purchasing decisions, operational pain points, and buyer intent tracking

Competitive Intelligence

Market share tracking, competitor differentiation, identifying product gaps, and performance benchmarking.

KPIs, Metrics & Org Structure

Sponsorship, lead qualification, sales enablement data, and connecting with decision-makers.

Become a Client

Our Most Popular Tools

Compare and evaluate solution providers with confidence

Develop and recognize frontline talent

Events

Customer Contact Week

Where the industry’s best and brightest converge to bridge today’s realities with tomorrow’s opportunities.

Jan 2027

The world’s largest customer contact event and the annual gathering where customer contact leaders drive business endeavors to…

Jun 2027

Three days of powerful insights, real-world strategies, and meaningful connections between industry decision makers.

Oct 2027

Events Overview

Sponsor An Event

A large audience sits in a darkened auditorium watching a speaker on stage at a conference, with the event being displayed on a screen above.

Executive Exchange

CCW Executive Exchange November

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations…

Nov 2026

CCW Executive Leadership Exchange Orlando

A one-day, invite-only experience at CCW Orlando, bringing senior customer leaders together to benchmark priorities, exchange ideas, and…

Jan 2027

CCW Executive Exchange Emerging Tech

A more focused approach to industry connection, the CCW Executive Exchange creates space for senior-level conversations, shared perspectives,…

Feb 2027

Events Overview

Sponsor an Event

Small group conversation

Communities

CCWomen

Built for those building customer contact excellence.

From stories to strategies, check out our spotlights on leadership in action.

Explore our webinars.

CCWomen Hall of Fame

Meet the leaders who are impacting the customer contact space.

Meet the CCWomen Team.

News & Insights

CCW Digital

The World’s Largest Platform for Customer Contact Content.

Top News & Insights

5 Reasons Why Healthcare Consumer Experience Initiatives are Impacted by AI

Learn how to diagnose where your current efforts are falling short and apply practical, cross-functional solutions to move from stalled pilots to enterprise-scale impact.

Customers Hate Performative Values: Thoughts on Everlane & Shein

Sustainability and transparency are still important to the modern consumer. But dishonesty around these values isn’t something customers can afford to tolerate.

The Resurgence of In-Person Shopping

E-commerce isn’t going anywhere, but brands need to make in-person retail experiences not only transactional, but experiential.

Turbulence Ahead: The Airline CX Crisis

Between rising fuel prices, post-pandemic travel demand, and aggressive cost-cutting, the flying experience has gotten away from the customer.

CMP Events Calendar

Partner With Us

Explore by Topic

CCWomen Podcast

CCWomen Articles

Explore by Content Type

Data-driven research on market trends

Explore upcoming and past CCWomen and CMP Research webinars

Explore special reports on CCW Digital

Educational sessions with industry experts

Login

CMP Research CCWomen

Get Started

Register for a CMP Event Subscribe to CCW Digital Join CCWomen Become a Research Client About

KPIs, Governance, and Organizational Structure

CallMiner

2023 November Market Study: Future of the Contact Center

Shapermint's Customer Care Director Shares How To Keep CSAT Scores High

Results: 2023 September Market Study: Contact Center of 2030

Foundever

2023 September Market Study: Contact Center of 2030

Freshworks

Special Report: Freshdesk Customer Service Benchmark Report

Special Report: Freshchat Conversational Support Benchmark Report 2023

Do Tools Like ChatGPT Pose A COVID-Level Risk To Humanity? Open AI’s CEO Seem To Think So

Timnit Gebru and the Ethics of AI

The Ultimate Guide to Creating an Agent Performance Scorecard

Key Steps to Building Your Technology Roadmap

Freshworks

CCW Las Vegas Presents: 2023 April Market Study: Customer Contact Industry Review

Translating KPIs into Customer and Business Value

Upcoming Events

Mon 2

Exchanges

CCW Executive Exchange November

November 2-4

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations ready for what comes next.

Tue 1

CCWomen

CCWomen December Meetup

December 1-31

Wed 9

Webinars

From Omnichannel to Optichannel: Live Benchmarking of What Actually Reduces Effort & Cost

December 9 at 1:00 – 3:00 pm

Previous page 1 2 3 4 5 6 … 27 Next page

Skip footer and return to top.

Visit us on LinkedIn

Visit us on Instagram

Who We Serve

Solution Providers

Channels

What We Solve

Employee Experience

Customer Experience

News & Insights

CMP In The News

Events

TOols

Communities

Everything customer contact needs in one place. From CMP to your inbox.

Email Address(Required)

Want to tell us a bit more? (Optional)

First Name

Last Name

Job Title

Company

© Customer Management Practice 2026. All Rights Reserved

Terms & Conditions

AI and LLM Information

CMP Research Terms of Service

Modern Slavery Policy

Your Cookie Settings

We use cookies to improve your browsing experience on our website. By closing this banner or interacting with our site, you acknowledge and agree to our privacy policy.