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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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.
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
In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.
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.
Set against the backdrop of a rapidly changing service landscape, this Leaders' Summit brought together thought leaders, customer experience practitioners, innovators, and strategic partners to share insights, challenge assumptions, and imagine the future
Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.
In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.
In this session, Lynn Forrest and Derek Haig from Standard Life, will share their personal and professional experiences in advocating for and supporting fellow working carers and vulnerable individuals.
Press release: HGS announces the official launch of a new customer experience (CX) hub in South Africa,
CCA PARTNERSHGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.
This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
As AI and digital innovation continue to redefine the customer service landscape, this year's Summit programme poses the vital question - Is AI a revolutionary partner reshaping our industry, or an evolutionary tool enhancing human connection?
Unified suites are the future of CX
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This CCA Research Council report explores how the rapid evolution of AI, automation, and digital technologies has created a transformative shift in customer service operations.
This Coffee Club session titled 'Exploring Best Practices for Effective Measurement' brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measurement f
CCA Women in Leadership Network - Navigating Imposter Syndrome and Embracing Authentic Leadership
CCA PARTNERSWith International Women's Day approaching, the latest CCA Women in Leadership Forum provided a timely and thought-provoking discussion on imposter syndrome, its impact on women in leadership, and strategies to build confidence and authenticity.
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
This session aims to shed light on topic of menopause and its impact on the workplace. We explore the challenges faced by individuals experiencing menopause in a professional setting and discuss strategies for creating a more supportive and inclusive work
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