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

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KPIs, Metrics & Org Structure

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Our Most Popular Tools

CMP Prism

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CMP Certified

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Events

Customer Contact Week

CCW Las Vegas

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

Jun 2027

CCW Nashville

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

Oct 2026

CCW Orlando

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

Jan 2027

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Executive Exchange

CCW Executive Exchange Healthcare

Grounded in executive priorities and industry research, the program themes spotlight the trends, challenges, and strategies defining the…

Sep 2026

CCW Executive Exchange November

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

Nov 2026

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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.

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