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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?
What's On
Latest news, insight & opinion from CCA
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The latest CCA Women in Leadership Network brought together members for an open and collaborative discussion exploring modern leadership, personal growth, and the opportunities and challenges presented by artificial intelligence.
Bringing together leaders from across financial services, retail, utilities and the public sector, the session combined peer discussion with real-world case studies from Lloyds Banking Group and Currys, creating an open and highly practical conversation a
Exploring the Impact of Live Chat and Web Messaging on Call Volumes - November's Best Practice Forum
As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?
October's forum explored the challenge of repeat caller volumes and how organisations are addressing it to improve customer experience and operational efficiency.
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
For the Rewind Finale we're back to 2020 and lockdown where CCA Annual Convention was hosted online for the first time. Thanks to a creative collaboration with The National Theatre of Scotland, we brought a little sparkle and humour to our virtual stage.
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.
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.
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.
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.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
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 delve into the challenges faced by team leaders, including managing hybrid teams, and explore strategies for supporting and training them to excel in their roles.
As we close out 2024, we want to take a moment to reflect on what has been an extraordinary year for the CCA Global community.
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This summary details key insights from the final Future of Work forum of 2024. Hosted at Barclays' state-of-the-art Sunderland facility, this session provided a comprehensive look into the current and future landscape of customer service and workplace tra
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