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.

Many organizations move to the cloud expecting speed and savings, only to end up with ballooning bills, siloed teams and mounting frustration. In this episode of WWT Presents Research, Robb Boyd talks with Jeff Weeks, creator of WWT's Cloud Operating Model framework and Michelle Dupuis, one of only 300 certified FinOps professionals worldwide, to unpack why the problem isn't the cloud but how you're running it. Learn why fixing your operating model is the foundation for securing data, enabling AI infrastructure and modernizing legacy applications. Cloud success is not just about migration; it is about mastering the model that makes it work.

Ever wonder why your workloads never seem to land in the right place—no matter how much you invest, modernize, or migrate? In this episode of WWT Research's four-part IT Value Creation series, we bring together WWT experts Devang Soni and Jeff Weeks to unpack the real reasons workload placement remains one of the most misunderstood disciplines in modern IT. From cost pressure to risk posture to AI-driven demand, they lay out how enterprises can finally make workload decisions that are intentional, economical and scalable across hybrid and multicloud environments.

Most enterprises believe procurement is optimized—until they uncover the invisible costs eroding every "discount." In this episode of WWT Research's four-part IT Value Creation series, Robb Boyd talks with WWT VP of business development Matt Long, who unpacks why misaligned teams, lifecycle blind spots and fragmented spend data are costing companies millions and how strategic technology partnerships transform procurement from a cost center into a true value engine.