Research

AI is transforming contact centers at every stage of maturity. WWT's Contact Center Maturity Model report helps organizations assess their current capabilities and chart a path to greater efficiency, customer satisfaction and business value. Whether you're just starting with automation or advancing toward proactive, customer-facing AI, WWT experts Morgan Laville and Patrick Bond share practical steps and real-world examples to help leaders align people, processes and data for measurable impact. Learn how AI can be applied at every level, from streamlining agent operations to enhancing customer journeys, and discover actionable insights to move your contact center forward.

Your organization didn't avoid a cyberattack — it endured one. That distinction matters more than most leaders realize. In this WWT Presents Research episode, we push back on the outdated idea that cybersecurity is about keeping attackers out. Instead, cyber resilience assumes compromise and focuses on what must keep running when defenses fail. Host Robb Boyd is joined by Madison Horn, WWT's National Security and Infrastructure Advisor, and Rob Joyce, former NSA Cybersecurity Director, to unpack why many organizations recover once — but struggle to recover again.