Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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Published on 25 November 2025

Call Miner 2025CX Landscape Report

Today’s customer experience (CX) landscape is more complex than ever. Customers engage with organisations across a growing range of channels — from calls and emails, to live chat and social media — and their expectations for speed, personalisation, and seamless service are rising just as fast. But the promise of omnichannel hasn’t necessarily lived up to the hype.