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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Sometimes the definition of 'key' is problematic; one person's key is another person's optional
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?
Today's pandemic demands a resilience and a set of rules to thrive, rather than merely survive this period of uncertainty
The 'Punch and Judy' point-scoring style of political media interviews during Brexit and elections has left us feeling empty
It's unlikely we will recognise the roles we have today in 10 years' time
No one predicted the continuously rising tide of vulnerability post 2008 crash
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
How do we cope in such uncertain times?
Complaints management can feel like a perennial problem - but moving customers from complaints to advocacy is within our power
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.
Why is it important to companies like Police Scotland, TTEC, Scottish Widow, Oracle, Twilio, Sensée, Poly, SGN and more to be part of the CCA network? Hear from some of the UK's leading CX professionals interviewed recently about what working with CCA me
David Smith, Economic Editor for The Sunday Times, spoke at a recent CCA Advisory Council to share his views on Brexit, and how organisations can maintain good reputations and retain the trust of their customers in times of fast-paced change and uncertain
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