What's On

Latest news, insight & opinion from CCA
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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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No likey?

I was having a conversation recently with my kids and younger pals and they were really puzzled as to how people ever managed to meet up before mobiles. ‘I mean what happened if you couldn’t get in touch?’ Easy, I explained; you...

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Sorry

Last week I ordered a large picture mount for a special picture I had restored; it arrived on Saturday having been folded by the courier company and so was useless. It wasn’t expensive, in fact for a bespoke service remarkably good value wi...

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Precious Moments

They say human attention is the most precious commodity in the 21st Century, according to David Mattin, head of trends at trendwatching.com. I read this on the BA business magazine this week travelling from London; my full attention was on fascin...

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Team Talk Tactics

Those of you who know me will be surprised if I mention football; despite living in a male family with football mad sons and husband, it’s not a subject I know too much about! The England team performance against Columbia got me thinking ab...

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The heat is on!

With trainline tracks too hot for trains to travel, and June temperature records being broken, it’s fair to say the heat is definitely on. For some it’s a blissful antidote to a long grey winter, for others it’s just too hot to ...

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It's summer!

The glorious summer sun has provided some welcome relief from wall to wall Brexit news - it’s too nice to sit indoors and the barbecue beckons. I’ve even been saved by my iPhone glare making it hard to read in the sun - a sort of summ...

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IQ EQ any clue?

An article in The Times on Tuesday this week caught my eye, reporting that the IQ of young people has begun to fall, after rising steadily since the Second World War. According to the first authoritative study of the phenomenon, the decline, whic...

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KISS (Keep it Simple Stupid!)

When Elaine Wyllie, headteacher of St Ninian’s school in Stirling came up with her one mile a day run for all children, regardless of weather, and with no need to change shoes and kit, she didn’t understand how such a simple idea...

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Lotta Experience

When we think of lottery winners we tend to think of them buying Lamborghinis, yachts and opulent villas in sunny shores. However, according to Camelot’s national millionaires report winners are shunning expensive material items to...

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A bridge too far...

I recently returned from a trip to Canada, visiting Ottawa then Toronto with various meetings about the expansion of the latest version of CCA Global Standard©. Ottawa, isof course, the understated capital of Canada; a vibrant city...

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Be mindful

This week was Mental Health Awareness Week with this year's campaign focusing on stress. Stress can be something we all experience; from everyday things like missing a train for work, having a disagreement with a family member or colleague ...

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In the clouds?

A few weeks ago, I heard two women discussing the progress of their offspring whilst on a train. In response to, ‘what’s David doing now?’ the mum said, ‘oh he’s doing really well, he’s got a training pos...

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Innovate to Accumulate

CCA was on tour this week! With a group of members from all different sectors we headed to Amsterdam for an Innovations Showcase with a spotlight on two of our key partners – Plantronics and Oracle. The session showcased the importance of o...

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Keeping it Human

The service we receive from the brands we engage with can be delivered from all corners of the globe, seamlessly and efficiently. Our interview with Jeremy Fitch uncovers what's happening a little closer to home as we look at the customer service landscap

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Snatching success from failure

I doubt whether TSB decided to deliberately test their customers’ patience by a 6-day outage, but the anger spilling out on Twitter certainly wasn’t for understanding or forgiveness. And I’ve no doubt there are many large f...

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Pub Talk

This week JD Wetherspoon chairman Tim Martin has been in the news for closing the brand’s social media accounts. It’s an almost unheard of move in today’s business world; wedded to social or facing extinction according to the gr...

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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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