CCA is delighted to announce the winners of the prestigious CCA Excellence Awards for 2021.
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Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
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...
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...
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....
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number one rated restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly f...
No, it’s not Christmas which is scarily only 23 days away! It’s another coming of sorts, the new GDPR or General Data Protection Regulation to be launched May 2018. The new regulation replaces the 1995 Data Protection Act, which ca...
When people talk to people, it’s simple: a short text, a quick chat or even a few emojis get the point across. But when businesses talk to people, the experience can get complicated. A new report from CCA Annual Gold Partners Twili...
Most of us will have listened to at least some of Philip Hammond’s budget - only 6 months since the last one but delivered in a challenging new world post snap election, whilst still wading through Brexit. It was the usual balancing act of ...
What drives improvements in CX? How do we measure c-sat across disparate channels? How do we know we are measuring the right things? How can we make sure we are hearing the true voice of customer and not just the loudest one? Measurement ...
With over 40 speakers addressing CCA Convention over the last two days, there was certainly no shortage of analysis, wisdom and experience to keep delegates entertained. Davis cup coach Leon Smith reminded us that teams are made up of divas an...
Research reported earlier this week from Ofcom suggests that the younger generation is falling silent! A survey by the regulator has found a new ‘generation mute’ where only 15% of 16-24 year olds consider phone calls as the most i...
News this week focused on the erosion of our trust in online platforms like Twitter and Facebook as more than 50% of us believe that as sources of content and news they are unreliable. Interestingly, our respect and trust in more traditional...
If, like me, you drive a diesel car then it's likely that you will be feeling like a pariah, after additional congestion charges, top up parking fees, next must surely come the curfews and finally stocks with rotten tomatoes. And yet just a f...
At the foot of our garden under a tree, yesterday I discovered a carefully collated assortment of toys, mangled old objects, missing slippers and a few footballs. It's the work of Ted my industrious border collie who doesn't have any shee...
Theresa May must have wished for a divine medical intervention to stop coughing at her party conference last week. Despite the daily diet of medical wonders the world of science unleashes, it was ironically the simple throaty cough that started a...
The last few weeks have heralded depressing news about 'faceless' organisations being unaccountable to employees, customers and governments alike. The Uber revelations around the treatment and scrutiny of its workers are an eye opene...
This week I was definitely 'in Europe' as I visited the amazing Plantronics’ customer centre in Amsterdam. The visit was to celebrate their success in achieving CCA Global Standard© once again which they are now rolling out in ...
Between Trump and 'the rocket man', aka Kim ...., the truly awful earthquake in Mexico, ongoing misery from the storm Maria, and the jaw-dropping lack of care, experienced by many thousands of travellers caught up in the Ryanair deba...
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