Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Excellence is a habit

December is generally a frenetic month for most of us – whether planning for Christmas and family gifts, working to securing end of year targets and of course, responding to demanding customers anxious about receiving their purchases on time or...
Anne Marie Forsyth, CEO, CCA
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Deal or no deal

Chatting with friends this week we likened the current Brexit situation to a restaurant scenario where we are asked whether to stick to the a la carte or try the new surprise menu; it’s a close call but marginally more want a surprise. The coo...
Anne Marie Forsyth, CEO, CCA
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A change of view

A couple of recent stats caught my eye in this month’s Business Life. The first is that 1 in 2 British employees admit they don’t actually know what AI is; the second that the tech sector is growing 2.6 times faster than the rest of the U...
Anne Marie Forsyth, CEO, CCA
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Oh what a night!

We are attuned to things going wrong in many aspects of life these days, and so it was a special delight to gather with friends and celebrate the achievements of true heroes from industry at our glittering CCA awards ball in Glasgow last night.Rory B...
Anne Marie Forsyth
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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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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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