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Latest news, insight & opinion from CCA
CCA Global Standard Accreditation for Customer Experience will launch on 1 December 2022
A counterintuitive investment in technology may be the answer
In the lead up to the CCA Excellence Awards entry closing date, a number of opportunities are available to anyone considering submitting for the Awards. These are designed to help applicants focus on the strengths of the person, team or initiative being n
Catch up on this session where we provide an update on a range of new products and services designed to support customer service and CX leads in the months ahead.
The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) today announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences.
This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
EXL teams with CyberCube to help insurers develop comprehensive cyber insurance offerings
CCA PARTNERSCollaboration combines industry-leading risk models and advanced analytics services to standardize cyber insurance policy development
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
Three-quarters of Finance and Accounting teams do not have the data and analytics capabilities they need, according to EXL and HFS survey
CCA PARTNERSTransition to Data-Driven Finance Leaves Many Organizations Scrambling to Catch Up
CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.
Redefine your customer experience for measurable results
Customer-centricity is the engine driving brandsâ?T innovation and success
A 2022 Gartner Peer Insights Customers' Choice for Data and Analytics Service Providers
CCA PARTNERSEXL is the only vendor recognized for all the three consecutive years as a Customers' Choice in Gartner Peer Insights Voice of the Customer: Data and Analytics Services Providers.
Customers demand digital tools that enable them to solve any issue, anytime. Their need for instant gratification requires connected solutions - and organizations tumble down the priority list when they treat digital as an afterthought.
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CCA CEO, Anne Marie Forsyth in conversation with leading expert, Rachel Lane, Principal Head of Global Contact Center Strategy from Partners Medallia
CCA PARTNERSWhen you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
EXL's client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.
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