Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......

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Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums from throughout 2023 on demand. Our first session looks at messaging services as a key channel for c

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CCA is celebrating International Women's Day 2023 by launching a new Women in Leadership awards programme to recognise the outstanding capability across the customer service and CX community.

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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.

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CCA is delighted to announce the companies and individuals shortlisted for 2023's prestigious Excellence Awards.

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Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.

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This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and

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HGS today announced the appointment of Patrick Elliott as the Chief Executive Officer for its UK operations.

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HGS and Engage Hub join forces to enhance and differentiate customer experience (CX) across multiple sectors in the UK

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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.

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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.

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Webhelp announces appointment of Samantha Williams as MD, Client Solutions

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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.

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CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou

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3 guiding principles for insurance data journeys

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In this virtual session, we'll share and discuss new research and benchmarking results from CCA's recent thought leadership programme on 'Attracting and Retaining the Right Talent for Future Success.'

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The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei

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Poly audio and video solutions improve customer experience with clear communication everywhere your employees work.

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Learn how The Share Centre demonstrated a massive 285% increase in productivity and reduced time to audit using the EvaluAgent platform.

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A guide to unlocking the benefits of AI and the cloud with future-proof solutions that protect your current investments

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