The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance.
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What's On
Latest news, insight & opinion from CCA
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Customer experience leadership is becoming more complex. Technology is advancing rapidly, customer expectations are shifting and organisations face growing scrutiny around fairness, transparency and vulnerability. As automation handles simpler enquiries,
The February CCA Coffee Club brought together customer service leaders to explore a concept that is becoming increasingly visible across organisations: reassurance demand
Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.
CCA's first Coffee Club of 2026 focused on a challenge that sits right at the heart of engagement and retention: how to make internal communication land across a workforce spanning five generations with different expectations, attention spans, and channel
As customer experience moves into 2026, the challenges facing organisations are no longer emerging trends but structural realities that require active leadership. Drawing on insight from the CCA Annual Review, CCA's councils and practitioner experience, t
In this session we preview early findings from CCA's Future Scenarios Project. A bold, year-long insight-led programme exploring what customer experience, service design, and organisational strategy could look like by 2030.
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From creating effective prompts to generating follow-up correspondence, each use case shows how to derive tangible value from generative AI.
Learnings from a year of conversations across the CCA community, drawing on Best Practice Forums, Coffee Clubs, the Research Council and the Industry Council Futures programme, the report reflects what leaders are seeing in customer service and experience
Accreditation is a powerful catalyst for clarity, consistency and growth. It strengthens performance, elevates customer experience and builds confident, future-ready teams.
Exploring the Impact of Live Chat and Web Messaging on Call Volumes - November's Best Practice Forum
As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?
This month's Coffee Club brought into sharp focus how hybrid work is not just a logistical challenge, but a cultural evolution. The discussion underscored the value of peer insight in shaping flexible, human-centred workplace strategies that meet both o
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Entering awards is not just about trophies, it is about growth, credibility, and connection. The CCA Excellence Awards help organisations benchmark, celebrate success, and inspire progress in customer experience.
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We're proud to announce the winners of the CCA Women in Leadership Awards! These inspiring leaders are shaping our industry - building inclusive cultures, delivering results, and lifting others as they rise. Join us in congratulating them.
October's forum explored the challenge of repeat caller volumes and how organisations are addressing it to improve customer experience and operational efficiency.
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
Announcing the finalists! The CCA Women in Leadership Awards shine a light on inspiring individuals who are shaping the future of our industry - creating inclusive cultures, delivering results, and lifting others as they rise.
From transformational change within their Customer Hub to award-winning leadership and a clear long-term strategy, Places for People is setting a benchmark for customer service excellence across the sector.
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This month's CCA Coffee Club brought together professionals from across the customer service landscape to tackle a challenge that continues to impact performance, morale, and well-being which is employee absence. Despite years of initiatives, monitoring t
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