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Latest news, insight & opinion from CCA

 

CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

A matter of choice?

Are you fed up with the number of choices you have to make every day? According to an article this month by Henrietta Thompson, editor at Wallpaper magazine, we make a staggering 35,000 conscious decisions a day! It perhaps explains why we are ready ...
21/09/2018
Anne Marie Forsyth, CEO, CCA
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Who checks the checker?

The first leaves fluttering from the trees and a decidedly chillier feel to the air means the long hot summer is coming to an end. Many first-year students are starting back at colleges and universities around the country, finding their feet in unfam...
14/09/2018
Anne Marie Forsyth, CEO, CCA
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Leadership Renaissance

The views flying from Glasgow to London this week gave a clear view of the coastline on a beautiful autumnal day. The kind of view that leaders often wish they had. Uncluttered, clear, static, everything in its place – the higher you get the be...
07/09/2018
Anne Marie Forsyth, CEO, CCA
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Bite-sized chunks

Fire up the grill and roll out the cheese board, dairy and red meat are back on the menu according to an international study from Hamilton University, Ontario which suggests eating around twice as much as UK health officials advise. The study of 220,...
31/08/2018
Anne Marie Forsyth, CEO, CCA
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Aiming high, flying low - a sign of the times?

I’m sure most of us at some stage have been fobbed off with the old adage, ’the cheque is in the post’, but this week the airline Ryanair reached new lows when it was revealed that it had been sending unsigned compensation cheques t...
24/08/2018
Anne Marie Forsyth, CEO, CCA
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Latest Research

Digital is the future for customer service so why are we paralysed by indecision?

New research from CCA, in partnership with Vodafone Global Enterprise, finds that almost two-thirds of respondents to our survey agree that digital customer service is the future. However, the persistence of managing traditional channels remains and only one in 5 agree that most of their engagement with customers is now digital.
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Media

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...
24/03/2017
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Weekly Spotlight

Keeping it Human

The service we receive from the brands we engage with can be delivered from all corners of the globe, seamlessly and efficiently. Our interview with Jeremy Fitch uncovers what's happening a little closer to home as we look at the customer service landscape in Northern Ireland.
02/05/2018
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