We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
The CCA Women in Leadership awards programme encourages applications from women in in-house operators, outsourcing and BPO providers, as well as the technology, training, and supplier communities. By recognising leadership at all levels, the CCA Women in
Working alongside Smartnumbers, specialists in fraud prevention and trusted communications, we're bringing together organisations from across the CCA community to build a clearer understanding of the capabilities that help organisations protect customers
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
PRESS RELEASE: CCA Global Launches New Fraud & Risk Framework for Customer Experience© to Help Organisations Combat Evolving Fraud Threats
CCA PARTNERSDeveloped with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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The conversation continues - What we heard
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A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
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One month on from the CCA Global Annual Convention 2026, new delegate poll findings reveal an industry entering a more mature phase of AI and organisational transformation. While innovation and automation remain high on the agenda, the results highlight g
As AI adoption accelerates across customer service, organisations are under growing pressure to move from experimentation to practical implementation. This article explores the challenge of balancing efficiency, automation and innovation with customer tru
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CCA Global Excellence Awards 2026 Recognise Customer Experience Leaders Across UK Industries
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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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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,
Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.
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
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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Entering awards is not just about trophies, it is about growth, credibility, and connection. The CCA Excellence Awards help organisations benchmark, celebrate success, and inspire progress in customer experience.
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We're proud to announce the winners of the CCA Women in Leadership Awards! These inspiring leaders are shaping our industry - building inclusive cultures, delivering results, and lifting others as they rise. Join us in congratulating them.
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.
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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