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Creating plans for service transformation

CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen

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Customer service beyond the pandemic

A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical l

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The Digital Game

One of our most challenging issues will be best supporting front-line managers whose responsibilities are very different from what they set out to be.

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People & HR Forum, 8 May 2019

Access the highlights and key take-aways from our People & HR Forum, held at CCA HQ on 8 May 2019. Presentations from Standard Life and Coventry Building Society helped shape new concepts on vulnerability, engagement and positive culture change.

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The CCA Women in Leadership network continues to grow

With Brexit looming, we have rarely experienced such uncertain times. As a senior business leader, what changing expectations are being presented by your customers and employees and how are you personally managing these? What changes to BAU are you experi

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