Set against the backdrop of a rapidly changing service landscape, this Leaders' Summit brought together thought leaders, customer experience practitioners, innovators, and strategic partners to share insights, challenge assumptions, and imagine the future
Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.
In today's connected world, telecom, media, and technology (TMT) organisations do more than deliver products and services - they enable the moments that shape our personal and professional lives. Whether it is connecting families across distances, deliver
In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.
Why knowledge? The consumer has spoken.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
The Next Frontier for Elevating the Customer Experience
Achieving Visibility and Flexibility with QStory
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
Our new research shows how brands can earn up to £500 more per customer, every year - simply by delivering the human experiences people want.
Turn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.
Forward-thinking brands are rewriting the CX rulebook, transforming customer service from a cost centre into a strategic growth engine, where emotionally intelligent interactions deliver measurable outcomes and LTV.
While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
We are proud to celebrate the outstanding achievements of Coventry Building Society, a long-standing and valued member of CCA Global. Their recent wins at the CCA Excellence Awards in Glasgow (April 2025) highlight not just individual brilliance, but a wi
In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.
Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o
In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.
Hundreds of senior customer service leaders from across the UK and beyond gathered yesterday to celebrate the winners of the 2025 CCA Global Excellence Awards - the leading event that recognises world-class achievement in customer service and experience.
In this session, Lynn Forrest and Derek Haig from Standard Life, will share their personal and professional experiences in advocating for and supporting fellow working carers and vulnerable individuals.
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