What's On

Latest news, insight & opinion from CCA

Changing perceptions.....

Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...

Read more

The Iron Lady's legacy

Love her or hate her, the death of Margaret Thatcher has sparked heated debate on the nature of leadership and the legacy of the Iron Lady. The arguments are particularly pertinent for the customer contact sector as the reforms Thatcher introduc...

Read more

Upwardly mobile.....

This week saw the 40th anniversary of the first call from a mobile phone made by Martin Cooper in 1973 whilst he was General Manager at Motorola. Four decades on, the global telecoms industry is now worth around £800bn – much of the ...

Read more

Exciting innovations from CCA Industry Council

This week’s CCA Industry Council focused on the main challenges facing some of our biggest brands in meeting changing consumer demands. An insightful case study was presented by our host, Barclays Wealth, detailing their journey from a c...

Read more

Stars of the Small Screen

Watching budget coverage on TV is mostly a sobering experience but it put a smile on my face when I tuned into a BBC report this week which featured post budget interviews with staff at the Sage contact centre in the North East. Every one of them ...

Read more

Out with the old....?

Most of the organisations in the CCA network are really challenged with sorting out which communication channels to use for which service offering to ensure appropriate brand alignment and of course great customer experience. We all know that custom...

Read more

It's a question of trust......

“I'm not upset that you lied to me, I'm upset that from now on I can't believe you.” Friedrich Nietzsche There’s that old adage – never debate politics or religion at a dinner party. Well the news coverage in recent mo...

Read more

CCA on the road!

It’s been another busy week at CCA with lots of information sharing and thought-leadership discussions both across the country and across the Atlantic! I was delighted to present yesterday at Verint’s Global Sales Kick-Off event in Atlan...

Read more

The Future of Work - A long running paradox

Employment figures announced this week showed that UK unemployment fell in the three months to December, while the number of people in work jumped to a new record. The figures from the Office of National Statistics indicate that more than 580,000 mo...

Read more

RIP Landline - You'll cold call me no longer

This was a headline from an interesting article in The Times last Saturday emphasising how the humble landline, once the much loved communication for friends and family to share intimate conversations, has now become an object of mistrust with many p...

Read more

Get ready for the omni-channel customer revolution

The rise of multi-channel customer contact puts an onus on all of us to identify and deploy the best technologies out there to help us do our jobs better and keep our increasingly demanding customers happy. Sounds simple, doesn’t it ? We all...

Read more

2013 agenda beginning to take shape!

It’s been another exciting week consulting with key members of our network to finalise the focus for CCA’s research agenda for 2013. An early meeting in the week with the Professor for Marketing at University of Strathclyde got the intel...

Read more

Uncomfortable Truths ...

This week has revealed more high street casualties with HMV and Blockbuster, together with disappointing results from M&S. There has been a deluge of reporting from all sorts of analysts, but one thing is becoming clear - a failure to act on what...

Read more

2013 - Another Challenging Year Ahead!

As we begin our journey into 2013 we know there are some key challenges ahead. I recently spoke to Neil Davey at myCustomer.com about predictions for the big issues for 2013 and you can view the full article here. The first week of 2013 has seen lo...

Read more

Best wishes for the festive season

If your office is anything like the CCA office then it will be pandemonium with all the last minute planning before we all take a well deserved break. It has been an amazing year in so many ways but also probably one of the most challenging in mem...

Read more

Getting ready for 2013

I don't know about you but I' m a real fan of beautiful historic buildings and it's great to see so many being restored and indeed enhanced beyond their former glory. The calmness can be truly inspiring in an age where we are always on and increas...

Read more

There is no silver bullet

Over the past few weeks we have attended various meetings and conferences with analysts, industry experts and a range of other experienced and qualified academics and business people. There are certainly lots of very exciting and interesting things...

Read more

A picture paints a thousand words

It has been an exciting few weeks and I am delighted at the level of input and feedback we have received from Convention delegates - this will really help shape our agenda for 2013. One of the highlights from the event itself has been the fresh ...

Read more

Cookies

CCA uses cookies to enhance your experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on cca-global.com.
Please read our cookie policy for more information   ACCEPT & CLOSE