CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
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Latest news, insight & opinion from CCA
This week we have been overwhelmed with submissions from organisations in response to our call for Customer Service Heroes campaign in advance of CCA Convention which is only two weeks away (and counting!) What’s striking apart from the vol...
Remember that song? Ok you might be too young but the title is so relevant in our pressured lives where things are reduced to tweet-sized interactions. Just this week there have been three separate items in the news about the NHS, each focussing o...
This has been one of those weeks as they say, a combination of upgrading everything in the CCA office to Windows 365 and bravely upgrading to the new iPhone iOS. It's fair to say that I feel forced into becoming left-handed with my right-hand firmly ...
Research released this week from Exeter University claims that the humble cod develops 'regional accents' to help them understand fellow cod, and continue to mate when in new waters away from home territory. Sound fishy? Underwater microphones r...
Imagine you were part of the interview panel to decide whether Hillary or Donald got the job of CEO of USA? As the biggest leadership role on our planet, the end of interview wrap up discussions would be fascinating. ‘Hillary has certainly g...
This week the National Autistic Society let shoppers in Glasgow experience what it is like to be autistic in a crowded area, using augmented reality glasses. It's part of a nationwide campaign to raise awareness of life with autism from those wit...
This is of course the strapline used by leading entertainment company Sky, providing a focus for them in content creativity, customer, employee and stakeholder engagement. It was certainly visible at our final 2016 CCA leadership forum on Wednesday, ...
Back in 2013 Richard Branson said, 'Business is simply making other people's lives better. If you have an idea where you think you can do this, then you have a business. Just try and make it work'. These words are powerful motivational ones indee...
This week saw NASA astronaut Kate Rubins carry out a DNA sequencing test in space for the first time. Called Minion, the device, which was developed in the UK, could help astronauts diagnose illness in space and allow them to identify disease-causing...
Oh dear what a mess Jeremy Corbyn has got himself into this week with the spat over whether he really needed to sit on the floor on a Virgin train, or whether his claims were inflated for political effect. Ironically the channel on which he chose ...
Exam results fever hit again this week as the A-level results were issued. Students celebrated, and perhaps commiserated, as the results were announced whilst their Scottish counterparts were a week earlier. As is regularly the case, every year ...
It's been a week for breaking records in the fields of sport and education; more young people than ever achieved places at Scottish Universities following successful Higher results and of course at the Olympic Games in Rio – we watched in awe a...
Creative thinking happens differently within all organisations: in some, it’s virtually non-existent and in others, however, it’s just how they do things. How does creativity happen in your organisation or within your team? And does i...
First impressions can profoundly affect potential relationships, either encouraging them or putting us off for life. So how do you come across to others when you first meet? This self-awareness is difficult to achieve since you can hardly ask tha...
The sentiment 'Imitation is the sincerest form of flattery' appears to hold no truck in the unedifying spat about Melania Trumps speech this week; critics claim that some of it was lifted from the incumbent first lady Michelle Obama's speech in 2001....
This week, for once it seemed all of the UK was united about something; we all wanted Wales to get through in the Euros! The final result brought mixed responses from those fans interviewed post result, for most there was sheer elation in getting...
When the term ‘lol’ emerged many people (including myself!) mistakenly thought it was 'lots of love' rather than 'laugh out loud'. Perhaps given the events of last week since Brexit, it could have a new meaning; ‘lol’ - lac...
On a day like today it seems impossible to add any sense of perspective to the avalanche of opinions; confusion, elation and fear that arise from the UK's decision to leave the European Union. One thing is certain, the population at large will hav...
One of the greatest quotes attributed to the late Mohammed Ali was, 'Don't count the days, make the days count'. This seems to fly in the face of today's world where we measure everything including the steps we take, rather than just enjoying the...
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