Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Surprised and delighted?

Yesterday was of course Valentine’s Day, when flowers, cards and balloons arrive in homes and workplaces, schools and stores demonstrating love for that special person.Walking between meetings around The City in London I was struck by the numbe...
Anne Marie Forsyth, CEO, CCA
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Size matters

Despite trying to break the habit of mobile overuse, this blog is being written on my iPhone. I recall 20 years ago many people, including myself, vehemently arguing that the small screen size would deter major use of mobiles for online activity. Wel...
Anne Marie Forsyth, CEO, CCA
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Wise Counsel

There was a certain irony surrounding last week’s Davos event where numerous private jets contrasted with signs to refugee awareness workshops. We are getting used to paradox in every walk of life, things don’t seem to make sense in the h...
Anne Marie Forsyth, CEO, CCA
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Dizzy heights

From the dizzy heights of the 37th floor overlooking the Gherkin, London looked calm and orderly, as most things do from up above. Salesforce Tower was the venue for our inaugural CCA Excellence Award winners’ lunch this week; it’s height...
Anne Marie Forsyth, CEO, CCA
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Return to sender

The last few weeks have seen annual retail results emerge after our Christmas spend. Some like JD Sports holding firm others like New Look and Debenhams showing poorer than expected results. Most analysts agree that retail is in for a rough ride ...
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...
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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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