Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

A bridge too far...

I recently returned from a trip to Canada, visiting Ottawa then Toronto with various meetings about the expansion of the latest version of CCA Global Standard©. Ottawa, isof course, the understated capital of Canada; a vibrant city dwarfed by ...
Anne Marie Forsyth, CEO, CCA
read more

Be mindful

This week was Mental Health Awareness Week with this year's campaign focusing on stress. Stress can be something we all experience; from everyday things like missing a train for work, having a disagreement with a family member or colleague and of...
Anne Marie Forsyth, CEO, CCA
read more

In the clouds?

A few weeks ago, I heard two women discussing the progress of their offspring whilst on a train. In response to, ‘what’s David doing now?’ the mum said, ‘oh he’s doing really well, he’s got a training post, an ap...
Anne Marie Forsyth, CEO, CCA
read more

Innovate to Accumulate

CCA was on tour this week! With a group of members from all different sectors we headed to Amsterdam for an Innovations Showcase with a spotlight on two of our key partners – Plantronics and Oracle. The session showcased the importance of our e...
Anne Marie Forsyth, CEO, CCA
read more

Snatching success from failure

I doubt whether TSB decided to deliberately test their customers’ patience by a 6-day outage, but the anger spilling out on Twitter certainly wasn’t for understanding or forgiveness. And I’ve no doubt there are many large financial...
Anne Marie Forsyth, CEO, CCA
read more

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.
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

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

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.
read more