Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change

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Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.

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This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and

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The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei

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Ann Francke, Chief executive of the Chartered Management Institute shares expert tips on ways to help retain staff when pay cannot be increased.

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This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes

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In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done

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Research outputs generated in collaboration with many of our members and benefited greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and Supplier network; all of whom helped get to the he

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2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our n

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2017 was the busiest year ever in the history of CCA, with a packed events agenda around the UK and Ireland, an extensive research and benchmarking programme and interest in CCA Global Standard© reaching record levels with the latest insights from ex

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2018 has been an exciting and busy year for the CCA network with many new services developed and delivered in response to the cross sectoral industry requests identified throughout the year. CCA has developed a real time customer feedback loop with me

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Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.

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The organisational buzzword of this decade will surely continue to be engagement

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Perhaps David Cameron's reticence to share a platform with other politicians in the 'countdown to Number 10' televised debates is informed by the famous phrase from Mahatma Gandhi "speak only if it improves the silence". The stakes are h...

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