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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.
What's On
Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
The organisational buzzword of this decade will surely continue to be engagement
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.
No one predicted the continuously rising tide of vulnerability post 2008 crash
What good looks like can change as standards rise and the bar gets higher?
Changing customer behaviours has to be about 'what's in it for me'
The search for 'truth' has become the holy grail as we are bombarded with fake news
Perhaps the next decade will bring about a renewed yearning for human connection?
The most popular questions asked by delegates at CCA Annual Convention 2019
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge
New research launched today - The Futre of Work and Automation in CX
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