Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

A little less conversation - a little more action please

When Elvis Presley died August 16, 1977, at age 42, fans around the world went into a collective state of shock. This week marked 40 years since his death and there are no signs of his memories fading. Some music critics argue that his fame is exces...
Anne Marie Forsyth, CEO, CCA
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Voyage of discovery

I've just returned from a wonderful trip on board QM2 – a voyage from Southampton to New York devoid of anything but the unpredictable, and sometimes wild Atlantic between ports.It's been on my bucket list for years and 2017 was one of ...
Anne Marie Forsyth, CEO, CCA
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Knowing me, Knowing you

A top business story this week was Next’s shares jump following its announcement that overall second-quarter sales rose 0.7%, beating expectations. What was interesting for me wasn’t so much the fact that this sales increase was due to tw...
Anne Marie Forsyth, CEO, CCA
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Run Forrest Run

Anne Marie is on her summer break so we thought we’d pinch her Friday blog and let you all into a little secret.Many of you will know that each year we take a percentage of the monies collected through ticket sales for our Gala Dinner and donat...
Anne Marie Forsyth, CEO, CCA
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Well well well...

This week’s big news on the changes to the pension age for more than 6 million men and women makes us all take a pause and think about the years ahead still left to work – for some less than others. Add to the mix the story on how life ex...
Kate Mollison, Cognitive Behavioural Therapist, NHS 24
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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.

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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...
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Weekly Spotlight

Plain Sailing - CalMac Ferries

For some of us, summer conjures up the images of holidays on sandy beaches, crystal blue seas and the warm sun on our faces. For the 5 million ferry passengers that visit the west coast of Scotland’s islands and rural communities each year, the...
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