Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Give a dog a bad name

This week’s fireworks night brought the usual outpouring of complaints from dog owners as their pooches crouched in fear of the loud bangs, which of course, because of their acute sensory powers, sound four times louder than they do to us mere...
Anne Marie Forsyth, CEO, CCA
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The Art of Persuasion

This week’s ‘trick or treat’ budget has kept analysts busy; as ever the devil is in the detail and of course where numbers are concerned it’s entirely possible to have several, seemingly plausible versions of the truth. The Ch...
Anne Marie Forsyth, CEO, CCA
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Patience is a virtue when speed is of the essence

Last Friday I set off for a weekend in the Outer Hebrides to meet an architect for some long overdue alterations to our wee family house which, although unoccupied, has a special place in our hearts. We arrived on time, met with the architect and cau...
Anne Marie Forsyth, CEO, CCA
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Disruption - the new normal?

Not so long ago cyber-attacks, cloud failures and massive IT outages were a rare disaster, something risk mitigation and robust contingency plans are constructed for the rare event that they should be required. From discussions with lots of organisat...
Anne Marie Forsyth, CEO, CCA
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Sometimes the truth hurts - it needs to

'How have I got to 45 years and NEVER heard of the demise of the Aral Sea? This is incredible! A whole sea gone in less than 40 years, for what? Bloody clothes!!'This was a quote from a viewer of the powerful Stacey Dooley investigations seri...
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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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

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.
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