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Latest news, insight & opinion from CCA
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Creating plans for service transformation

CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen

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Whose experience is it anyway?

I've recently tried to learn Gaelic; a language spoken by my dad's family yet strangely alien to me despite hearing it all around me as a child. Just how hard can it be? Very, as I quickly realised due to stringent grammar much more prescriptive tha...

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Knowing Me Knowing You

During this week everyone has been waxing lyrical about the TV programme 'Gary: Tank Commander’s Leader’s Interviews' and so last night I binged on some catch up. I have to say I haven't laughed so much in a long time, so if you haven't s...

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How did we get here?

This week I experienced that awful sinking feeling when I discovered that my mobile and me were not together; as I arrived at Glasgow Airport for my two day trip to London and sprinting towards security with my mobile boarding pass. Retrieving it was...

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Winning - A bumpy ride

Last Saturday I wakened to find a winning Premium Bond letter in the mail, before we get too excited it was a £25 win, enough to brighten up a gloomy grey Glasgow morning but hardly life changing. By late afternoon I was on to a loser having...

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Avoiding the steely silence

Like most of us I suspect, I’ve learned more about the steel industry in the last week than I have in a lifetime. For something that provides the fabric of our every day lives, whether it is buildings, clothes, chemicals, cars, lamps or drinks ...

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It's how we make people feel..

A fundamental tenet of good customer service was reinforced for me this week: it’s how we make people feel that counts in the long run. People remember how we make them feel. Now before you argue with me – I’m not feeling good so o...

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It started with a Tweet

This year marked the 10th anniversary of Twitter and they celebrated by sending users a loving message, ‘Throughout the years, you’ve made Twitter what it is today and you’re shaping what it will be in the future. Thank you for maki...

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Digital dramas

I was recently at a family birthday dinner with much activity via Facetime round the table; indeed we ended up connecting two relatives from Toronto and Belfast screen to screen, a modern form of cheek to cheek! Not everyone was familiar with the...

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Fear and Fear Again!

Are you energised by the Europe debate; do the options of Brexit versus status quo form dinner table chat? Importantly do you understand the issues at stake, the benefits and deficits of either decision? Predictably the whole project seems to have be...

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When in Rome....

I've just returned from a lovely few days in Rome where I watched the Scotland rugby team beat rivals Italy. Now those of you who know me are probably wondering why I was there as Rugby isn't high on my interest list! Wonderful food, historical sight...

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The Human Paradox

Donald Trump’s recent call for America to boycott Apple products last week was paradoxically tweeted to millions from his iPhone. It seems that for speed and impact there was simply no better medium, although he claims to use an android in para...

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Who you gonna call?

Earlier this week I met with an old colleague who has been responsible for managing emergency service contact centres. We mused about how things are so different with the advent of Twitter, and the progressive launch of new 3 digit numbers 101, 111 a...

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The Dating Game v2.1

Valentine's Day is just around the corner for all those to celebrate their love, whether in long-term relationships or in anticipation of new partners. The dating game has changed radically; for some finding a new partner is as easy as swiping you...

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Out with the old..?

An Emmy awarded to a Scottish inventor almost 140 years after his death, arrived to his home town of Kirkintilloch this week. Alexander Bain, who died in 1877, was given the unique honour for his pioneering work in the transmission of images. ...

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Two shades of grey

An interesting photo from Mark Zuckerberg caught my attention on a flight to London this week. It was a photo of his wardrobe with multiple copies of only two types of garment; a dark grey hooded sweatshirt and a lighter grey shirt. The new dad r...

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Fishy tales

Statistically speaking, most of you reading this will probably drift off to another distraction before the end of this blog. In fact according to recent research, goldfish now have a longer attention span than humble humans. Our ability to focus for ...

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Changes

As someone who was more likely to sing Shang-a Lang than Modern Love, I’ve been surprised at just how David Bowie’s death has impacted not just my generation but people of all ages; causing us to ponder the genius of a man who influenced ...

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Where has the spark gone?

I’ve just finished the rather uncomfortable read ‘Stuffocation’, the best seller in which author James Wallman describes how he believes that we are making ourselves ill by the volume of ‘stuff’ that we have, in comparis...

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Imagine

Can you imagine how it would feel if your working day began with the Prime Minister, and just about every A-lister from the world of music, sport and entertainment wishing you well in your endeavours? Or knowing that you had personally enthused incal...

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Not so quick wins

Wednesday, 9 December this week was deemed the least romantic day of the year; the rationale being that we are starting to get stressed by Christmas creeping closer, but the big day is still too far off to completely slow down. Would be romantics cit...

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