Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Storm before the calm

Like most of us at this time of year, I've been cramming in as much activity as possible before the summer holiday season starts. My last few weeks have been a bit of a whirlwind, chairing and speaking at conferences, all centred around the challenge of raising the bar in service and sales in the w
Anne Marie Forsyth, CEO, CCA
read more

The best of times... the worst of times

This week saw us all shocked and horrified at the tragic tower block fire disaster in London. The dreadful pictures and scenes showed the devastation left behind that I’m sure affected each and every one of us. None more so than those at the fr...
Anne Marie Forsyth, CEO, CCA
read more

The numbers game

This week Vodafone announced that it was intervening to prevent its brand being damaged by advertising inadvertently ending up on rogue sites, due to artificially intelligent algorithms making decisions. The company will manually select a ‘whit...
Anne Marie Forsyth, CEO, CCA
read more

Flying low

This has been a difficult week for British Airways, with the debate still ongoing about what actually caused the crash of all their booking, baggage and customer contact operations last bank holiday weekend. PR experts queued up to criticise the app...
Anne Marie Forsyth, CEO, CCA
read more

Partnerships with benefits?

This week was a busy one at CCA HQ, we hosted 30 organisations at the popular customer journey mapping masterclasses with Oracle on Tuesday and our BPO/Outsourcing Users Forum yesterday. I often think that if customers could experience the buzz arou...
Anne Marie Forsyth, CEO, CCA
read more

Latest Research

CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
View all research


CCA CEO Anne Marie Forsyth was involved in a radio day with Salesforce talking about new consumer research they have just conducted with YouGov which shows that customer attitudes to service are actually improving. We talked to a range of stations up and down the country all of whom were enthusiastic and encouraged by the findings.

read more

Featured Event

CCA Convention

CCA Annual Convention is widely recognised in the UK and internationally as the vanguard for future service. The 2-day programme is designed to challenge, inspire and critique the main issues being faced now, and what plans and strategies are required for our future customer service offering.
read more

Guest Blog

Shine a light...

Each week there is something in the news about disgruntled customers. Citizens Advice announced their findings around who’s winning and losing the customer service battle ratings amongst the energy firms. The research stated that while price i...
read more