This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.

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This week in CCA Rewind, we're heading back to 2015, where a group of visionary CX leaders shared their thoughts on what really matters in customer and citizen service and what the future might hold.

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This week's CCA Rewind takes us back to CCA Convention 2017, where Ola Clark and Carla Savelli (then customer service advisors at Atos) took the stage to share what working at the front line of customer service really looks like.

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In this short interview, Ben Page, Global CEO of Ipsos shares his view on why great service isn't just a support function, it's a strategic differentiator that shapes brand reputation, customer loyalty, and competitive edge.

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The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.

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We're kicking off the CCA Rewind series with a powerful conversation from the 2019 CCA Annual Convention. At the time, Greg Reed was CEO of Homeserve (now Group CEO of Places for People), and he shared his views on one of the biggest questions in CX innov

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The Women in Leadership Awards programme is more than a moment of celebration; it's a space for connection, courage, and contribution. Since its beginnings in 2014, this programme has grown from small conversations into a powerful platform to elevate wome

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Curated resources to inspire, energise, and prepare you for ther next season of customer leadership

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In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory

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As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.

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CCA congratulates Allied for being a consistent leader in customer service - not only maintaining high standards, but raising them year after year. Their long-standing accreditation journey is a testament to the power of continuous improvement, strong lea

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From transformational change within their Customer Hub to award-winning leadership and a clear long-term strategy, Places for People is setting a benchmark for customer service excellence across the sector.

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In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.

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Why knowledge? The consumer has spoken.

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Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!

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The Next Frontier for Elevating the Customer Experience

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Achieving Visibility and Flexibility with QStory

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Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.

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Our new research shows how brands can earn up to £500 more per customer, every year - simply by delivering the human experiences people want.

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Turn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.

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