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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CCA Thought Leadership Benchmarking - Attract and Keep the Right Talent for Future Success
CCA PARTNERSAs part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
CCA launches new Future Scenarios programme to explore the possibilities of future service and CX to 2025
CCA Future Scenarios Project will guide you to help make the right decisions for your future service and CX proposition
Findings from CCA Visionaries on the challenges with digital transformation
Sometimes the definition of 'key' is problematic; one person's key is another person's optional
CTRL ALT DELETE - The Great Reset. The future of work to 2030.
Anne Marie Forsyth and Liz Barclay summarise the discussion from CCA's Advisory Board meeting held at the O2, London in April 2019.
Is it time for an overhaul in thinking post-pandemic to make mission critical decisions with confidence?
We accept incredible intrusions into every aspect of our lives, actively and passively by pressing 'I agree' to just about anything
'Which parts of the new normal will prevail?' are hot topics for our network
There are endless fun stories about unexpected incidents happening on video calls
Last week seems like a year ago, and things that seemed unimaginable only a month ago are now part of our normal daily lives
The 'Punch and Judy' point-scoring style of political media interviews during Brexit and elections has left us feeling empty
The organisational buzzword of this decade will surely continue to be engagement
Changing customer behaviours has to be about 'what's in it for me'
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge
New research launched today - The Futre of Work and Automation in CX
Last week, Gas Networks Ireland hosted a highly successful Centre of Excellence session in Dublin, attended by a hosted of customer service professionals and facilitated by CCA Advisor Una McLoughlin.
CCA outlines new research on how organisations can plan for the future and make the critical decisions that will ensure their continued relevance and also maximise on any opportunities that arise as a result.
Access the highlights and key take-aways from our People & HR Forum, held at CCA HQ on 8 May 2019. Presentations from Standard Life and Coventry Building Society helped shape new concepts on vulnerability, engagement and positive culture change.
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