What's On

Latest news, insight & opinion from CCA

Ask me another one

One of the most revealing things about Mark Zuckerberg’s five-hour grilling at the US Senate this week, apart from his obvious discomfort at ditching his symbolic t-shirt for a grown-up suit, was how little many of the Senators seemed to kn...

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Customers behaving badly

Imagine getting a letter from a local cafe telling you how bad a customer you have been in accessing their service without spending enough to cover the costs incurred. Surely this wouldn’t happen! The customer is always right, right? ...

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The final countdown

The stopwatch has started – 364 days now until the UK leaves the EU. Whether you are pro or against, the clock is now ticking until we are separated from a ‘marriage’ with Europe of more than 46 years. As Theresa May works to...

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When morals get in the way of convenience

There was a certain irony in Facebook CEO Mark Zuckerberg hiding from the world for 5 long days whilst all around him a Force 10 storm erupted about his social media platform. Facebook is all about instant connections, instant feedback, total ...

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Up, down, in, out - what's it all about?

This week our headlines have been dominated by shocking news about Russian influences, and the sad news of the death of Stephen Hawking, a truly amazing scientist with a gift for explanation and humour. Buried away was a BBC news report about...

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The shape of things to come

The meaty facts and figures surrounding our growing obesity crisis has seen a turnaround from government this week as ministers potentially plan a crackdown on junk food advertising and two-for-one offers. Whilst Health Secretary Jeremy Hunt i...

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S'now joke

Last night I walked Ted my dog in the twilight, beautifully lit by a thick blanket of pure white snow; the Met Office red alert resulted in almost no cars. There was an unusual silence; perhaps like a city pre the motor car would be like I i...

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The customer is always right - right?

Recently a friend was deeply vexed about her holiday home in France getting a ‘vindictive’ review on a rating site. What made it doubly wounding was the effort she had invested to create a family experience; home from home with loads ...

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First Amongst Equals?

This week Elise Christie, the British Olympian speed skater, sounded heartbroken in her tearful interview shortly after crashing out of her race in Pyeongchang. Expectations for her to win were high after her disqualification four years ago....

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Delivering Excellence as Standard

Delivering service excellence is something we all strive to accomplish and Nichola Taylor from Standard Life is living proof of achieving that ambition. Awarded CCA Professional of the Year, Nichola’s foresight, drive and determination to pu...

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It's not fair

On a busy train this week two young children were bickering one shouting, ‘it’s not fair’. The frustrated mother replied, ‘get used to it - life’s not fair’. The child replied in teary confusion, ‘I know ...

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The key drivers to service success

Public sector efficiencies are high on the agenda for government agencies. Offering essential services to citizens and at the same time balancing austerity measures whilst trying to improve the customer experience is a task that many of us would thin...

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7+7x7+7√∑7-7

This easy to get wrong little sum, has been perplexing lots of puzzle lovers. It’s an old one but recently been doing the rounds online. On a recent Which? twitter feed only 28% polled got the right answer by the time I contributed. Ho...

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Immortal Memory and Abiding Wisdom

You don’t have to be Scottish to celebrate the beauty and the wisdom inherent within the writings of Robert Burns. Yesterday, people worldwide toasted the immortal memory of a man whose words still resonate 259 years after his birth. ...

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Only the lonely

How was Blue Monday for you this week? Such was the media attention about the third Monday in January being the most depressing of the whole year, that we felt compelled to have a miserable day. Critics argued that such a focus placed people c...

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Only the lonely

How was Blue Monday for you this week? Such was the media attention about the third Monday in January being the most depressing of the whole year, that we felt compelled to have a miserable day. Critics argued that such a focus placed people c...

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The results are in...

Hands up those that have set resolutions for change this year? Whether business or personal, most of us try and make positive changes as we start a new year. As we end the second week of 2018, the halfway point for those committed to a month...

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The end is nigh!

Predictions and resolutions are in vogue as we slowly resurface after the festive break. It’s hard to avoid those determined ‘I will get fit/give up the carbs/find a new career/reinvent myself’ when all around us, adverts h...

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Silent day, silent night

Standing on a packed London underground train last week I was drawn to a poster advert from Age UK, highlighting the plight of a million or so lonely elderly people, some of whom don’t have any human contact for up to 6 days at a time....

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