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Announcing the finalists! The CCA Women in Leadership Awards shine a light on inspiring individuals who are shaping the future of our industry - creating inclusive cultures, delivering results, and lifting others as they rise.
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Unified suites are the future of CX
CCA's newly formed Digital Transformation Forum brought together industry leaders to explore the evolving landscape of digital transformation, AI adoption, and customer experience. The session set the stage for thought-provoking discussions, fostering col
Leading brands across all sectors, private and public, acknowledged the need to work together to ensure service is not compromised during the period of transition to a more digital and automated world.
Access the Exec Summary from CCA Leaders' Summit hosted on 17 September in Manchester. The Leaders' Summit is a series of one-day conferences hosted throughout the UK bringing together thought leaders, experts, and practitioners. These conferences raise a
Leaders in the CCA network understand that delivering exceptional service is essential for building strong customer relationships. However, organisational politics can distract and erode trust among customers and employees.
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CCA is launching a new standard for the use of AI and Gen AI in customer service and experience.
Explore the latest insights from CCA Industry Council Thought-Leadership forum focusing on how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and operatio
Explore the latest insights from CCA Industry Council Thought-Leadership Forum which looked at how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and oper
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Access the Exec Summary from the recent CCA Leaders' Summit where industry leaders and experts delved into the transformative power of AI, data, and digital convergence. The discussions highlighted how AI is not just a tool but a strategic partner, enhanc
Customer experience is a top priority across industries, but how do you keep up? This article explores the key trends impacting CXM in Finance, Telco, Retail, and Utilities.
Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
For most organisations, communicating and working with other departments is a critical daily activity. This infographic summarises the findings of our Collaborative Working Report, produced in collaboration with Poly (Plantronics).
This research we conducted in association with Plantronics focuses specifically on: - How collaborative working is being undertaken in organisations - Trends for how this will progress in the coming years - How remote teams effectively communicate -
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