What's On

Latest news, insight & opinion from CCA

Broken Records and the Generation Game

Even the most ardent anti-monarchists could hardly fail to be impressed with the Queen’s dignified achievement of becoming the longest serving monarch in history on Wednesday. In a scene more befitting her ancestor Victoria she chose to travel ...

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Destination satisfaction

An interesting blog from Richard Branson this week entitled 'You can't fake personality, passion or purpose' describes how the Virgin group hires new recruits. Top of the tree is personality; always winning over the 'book smarts' whilst experience...

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No laughing matter

The fireworks finale marking the end of the Edinburgh Festival is a sure sign that summer is over and time to get back to the day job. With over 3000 acts on offer it would be difficult not to find something of interest, a feat of organisation reflec...

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Silly Season

This time of the year is generally known as ‘silly season’ by journalists .... a slow time for hard news so the sillier stories and the good news stories get more airtime and column inches. This week Cilla’s funeral (sad not silly)...

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Who dares wins.....

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...

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Do people really matter?

It's a serious question posed at newly formed CCA HR and Development Forum where as usual the agenda was bigger than the time available. It's tempting to answer a resounding "YES" to what seems to be a pretty rhetorical question- how on ear...

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The pursuit of empathy

It's been quite a week for lovers of economics, with the first budget from a new Government, together with the ongoing drama surrounding the future of Greece and that awful phrase 'Grexit'. Balancing the books, whilst being seen to act humanely poses...

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A tale of two companies ...

As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...

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Bite Sized Chunks

'Dogs are better than humans at big data' according to Carsten Sorensen at our quarterly CCA Special Advisers’ meeting in London this week. His rationale is that dogs know instinctively when their owners are around; often from afar, and don't e...

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Making the invisible visible

This was the subject of a fascinating programme this week on BBC Radio 4 (8.30 pm, Monday 15 June) not about the illusionary tricks of Mr Marvin, but instead about our mysterious predilection for shunning 80% of our economy when it comes to measuring...

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Monkey Business

‘The boozing starts from 7am. Though large amounts are often drunk, the sessions are orderly, even sociable. A skinful later, and always before nightfall, enough is enough and they rest.’ (The Guardian 10 June) No - not a typical Brits ...

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When Digital met Physical

Last week we celebrated my son's 21st and also a dear aunt's 80th birthdays. To mark these momentous occasions I decided to collate photo books for each of them, involving a marriage of the physical and digital world. A planned couple of hours at the...

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Trust - A game of two halves?

'Trust comes on foot and leaves on horseback'; that famous old Danish proverb has a certain ring to it in the murky world of FIFA this week, as investigations of corruption are spearheaded by the FBI, in scenes more akin to a mobster movie than the ...

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Quelle Surprise!

I've lost count of the number of commentators in our industry who have bemoaned the lack of customer service offered by budget airlines. Few conference programmes are complete without a debate about customer experience in this sector. Negative impres...

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Better the devil you know?

This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

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Who if not you?

60 customer service leaders in waiting gathered this week to be inspired by 'The Confidence Cocktail' delivered by Ros Taylor at CCA’s latest One Day MBA in Customer Experience. When asked what they would do if they suddenly found a large dose ...

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Bags of listening

One of the biggest frustrations voiced by customers is that of 'not being listened to'. For me a big bug bear was paying expensive tariffs for 4G services (and watching the delightful Kevin Bacon doing everything that I couldn't) on my iPhone due to ...

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