Our Vision, Our Values

We are passionate about customer service. In collaboration with our members, we develop products that assist organisations, in all sectors of the economy, embrace the value of customer contact across every communication channel. Understanding the needs of our profession and responding to the challenges of delivering a great customer experience is what matters most to CCA.

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CCA MBA for Customer Engagement

24 May 2016 - Edinburgh

The CCA Customer Experience MBA is a synthesis of essential knowledge developed as a unique one-day programme. Each year, the programme is reviewed and updated - no two years are the same. It aims to challenge participants to explore their roles and consider how these will change in a rapidly evolving and 'always on' world.

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Excellence Awards 2016

Submissions are invited for this year's Excellence Awards categories. Consider which categories or awards you'll focus on, and which teams or individuals you can put forward.

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Upcoming events

May 2016

Glasgow
12/05/2016

A dominant force in consumer culture, social media is now being successfully adopted by some of the world's leading businesses. This forum will benchmark critical processes and strategies and highlight the various stages of maturity that organisations reach with their social media strategies. In addition, the programme will include a practical, hands on'what is social' session.

This event is free for all members with a Silver, Gold or Platinum Membership (2 passes per organisation). If you would like to attend, but don’t have a current subscription then please contact the team for rates. Member rate to attend is £199+VAT.
 


Edinburgh
24/05/2016
The CCA Customer Experience MBA is a synthesis of essential knowledge developed as a unique one-day programme. Each year, the programme is reviewed and updated – no two years are the same. It aims to challenge participants to explore their roles and consider how these will change in a rapidly evolving and ‘always on’ world. 
 
This event is free for all members with a Silver, Gold or Platinum Membership (2 passes per organisation). If you would like to attend, but don’t have a current subscription then please contact the team for rates. 
 

June 2016

Chester
02/06/2016

Hosted by MBNA

Today we have many more ways to complain than ever before with the loud voice of social media guaranteed to get a speedier response. Agony aunts in the press will advise consumers to aim for the top and many large organisations have specially designated Chief Executive complaints departments with teams of employees dedicated to respond.

 


London
07/06/2016

An expert network for senior management at leading outsourcing organisations. Opportunities for showcasing leading practice and promoting the importance of strategic partnerships to the wider customer service community. A proactive campaign including profile and interviews with key stakeholders at leading BPO providers highlights the outputs from this network. 


London
16/06/2016
Quarterly programme for customer service leaders

Find out more in our events section

The Digital Advantage

CCA Global and ITN Productions Cross The Digital Divide

Watch the preview video

 

CEO Blog

06/05/2016

Whose experience is it anyway?

I've recently tried to learn Gaelic; a language spoken by my dad's family yet strangely alien to me despite hearing it all around me as a child.Just h...
29/04/2016

Knowing Me Knowing You

During this week everyone has been waxing lyrical about the TV programme 'Gary: Tank Commander’s Leader’s Interviews' and so last night I ...
22/04/2016

How did we get here?

This week I experienced that awful sinking feeling when I discovered that my mobile and me were not together; as I arrived at Glasgow Airport for my t...
Read more in our blog section