While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
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Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
We are proud to celebrate the outstanding achievements of Coventry Building Society, a long-standing and valued member of CCA Global. Their recent wins at the CCA Excellence Awards in Glasgow (April 2025) highlight not just individual brilliance, but a wi
In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.
Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o
Hundreds of senior customer service leaders from across the UK and beyond gathered yesterday to celebrate the winners of the 2025 CCA Global Excellence Awards - the leading event that recognises world-class achievement in customer service and experience.
In this session, Lynn Forrest and Derek Haig from Standard Life, will share their personal and professional experiences in advocating for and supporting fellow working carers and vulnerable individuals.
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HGS' commitment to service excellence is proudly underscored by their CCA Global Accreditation for Customer Experience©, a recognition that highlights their dedication to the highest industry standards.
Press release: HGS announces the official launch of a new customer experience (CX) hub in South Africa,
CCA PARTNERSHGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.
Equiniti CEC exemplifies what it means to set the standard in customer experience, and their latest accreditation is a testament to their dedication to creating a strong culture, driving innovation, and putting people at the heart of everything they do.
What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.
When it comes to agent soft skills, there are some hard truths that contact center leaders must learn. The first hard truth is that soft skills make a huge impact on customer satisfaction and cannot be ignored. Time spent on improving agent soft skills is
NICE* has been named a Gartner© Magic Quadrant (tm) Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision. We believe this reflects the strengths of CXone as a unified interaction-centri
Unified suites are the future of CX
A look at the science behind deliberately courting controversy
We're behavioural scientists, here to show you how psychology can give you the answers to making smarter decisions in your life, career and business.
ESB Networks first achieved CCA Global Accreditation for Customer Experience© in 2007 - a prestigious benchmark that underscores its commitment to best-in-class customer care.
Why knowledge? The consumer has spoken
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
In a world where competitive advantage based on products, and even operational efficiencies,, has eroded, businesses look at customer engagement as the only true differentiator.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
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