Developed over the past year this flagship research brings together cross-sector insight from leaders navigating the realities of AI-driven transformation to understand what the future of service may look like by 2030.

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Today, CCA Global welcomes senior customer experience, contact centre and digital leaders to Glasgow for the CCA Annual Convention 2026, a flagship gathering focused on the future of leadership, trust and transformation in customer service.

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By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.

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A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.

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At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.

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Capita supported a leading financial services company to transform its customer service operations by implementing CallSight, a cutting-edge AI platform.

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2026's CX landscape in the UK, Ireland, and Europe's private sectors is both exciting and challenging. Find out more on sector specific CX trends...

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In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.

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Capita Experience is leaning hard into AI while keeping people at the centre of service.

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Capita's new report with Everest Group, 'The AI advantage in retail: creating end-to-end customer-centric ecosystems', explores how AI is transforming retail customer experience and provides a practical guide for retailers looking to deliver seamless, end

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The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance.

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Customer experience leadership is becoming more complex. Technology is advancing rapidly, customer expectations are shifting and organisations face growing scrutiny around fairness, transparency and vulnerability. As automation handles simpler enquiries,

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The February CCA Coffee Club brought together customer service leaders to explore a concept that is becoming increasingly visible across organisations: reassurance demand

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Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.

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CCA's first Coffee Club of 2026 focused on a challenge that sits right at the heart of engagement and retention: how to make internal communication land across a workforce spanning five generations with different expectations, attention spans, and channel

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As customer experience moves into 2026, the challenges facing organisations are no longer emerging trends but structural realities that require active leadership. Drawing on insight from the CCA Annual Review, CCA's councils and practitioner experience, t

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In this session we preview early findings from CCA's Future Scenarios Project. A bold, year-long insight-led programme exploring what customer experience, service design, and organisational strategy could look like by 2030.

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From creating effective prompts to generating follow-up correspondence, each use case shows how to derive tangible value from generative AI.

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Learnings from a year of conversations across the CCA community, drawing on Best Practice Forums, Coffee Clubs, the Research Council and the Industry Council Futures programme, the report reflects what leaders are seeing in customer service and experience

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Accreditation is a powerful catalyst for clarity, consistency and growth. It strengthens performance, elevates customer experience and builds confident, future-ready teams.

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