Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

When morals get in the way of convenience

There was a certain irony in Facebook CEO Mark Zuckerberg hiding from the world for 5 long days whilst all around him a Force 10 storm erupted about his social media platform.Facebook is all about instant connections, instant feedback, total transpar...
Anne Marie Forsyth, CEO, CCA
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Up, down, in, out - what's it all about?

This week our headlines have been dominated by shocking news about Russian influences, and the sad news of the death of Stephen Hawking, a truly amazing scientist with a gift for explanation and humour. Buried away was a BBC news report about ‘...
Anne Marie Forsyth, CEO, CCA
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The shape of things to come

The meaty facts and figures surrounding our growing obesity crisis has seen a turnaround from government this week as ministers potentially plan a crackdown on junk food advertising and two-for-one offers.Whilst Health Secretary Jeremy Hunt is claimi...
Anne Marie Forsyth, CEO, CCA
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S'now joke

Last night I walked Ted my dog in the twilight, beautifully lit by a thick blanket of pure white snow; the Met Office red alert resulted in almost no cars. There was an unusual silence; perhaps like a city pre the motor car would be like I imagine. ...
Anne Marie Forsyth, CEO, CCA
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The customer is always right - right?

Recently a friend was deeply vexed about her holiday home in France getting a ‘vindictive’ review on a rating site. What made it doubly wounding was the effort she had invested to create a family experience; home from home with loads of e...
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

Delivering Excellence as Standard

Delivering service excellence is something we all strive to accomplish and Nichola Taylor from Standard Life is living proof of achieving that ambition.Awarded CCA Professional of the Year, Nichola’s foresight, drive and determination to put th...
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