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Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
I recently returned from a trip to Canada, visiting Ottawa then Toronto with various meetings about the expansion of the latest version of CCA Global Standard©. Ottawa, isof course, the understated capital of Canada; a vibrant city...
This week was Mental Health Awareness Week with this year's campaign focusing on stress. Stress can be something we all experience; from everyday things like missing a train for work, having a disagreement with a family member or colleague ...
A few weeks ago, I heard two women discussing the progress of their offspring whilst on a train. In response to, ‘what’s David doing now?’ the mum said, ‘oh he’s doing really well, he’s got a training pos...
CCA was on tour this week! With a group of members from all different sectors we headed to Amsterdam for an Innovations Showcase with a spotlight on two of our key partners – Plantronics and Oracle. The session showcased the importance of o...
The service we receive from the brands we engage with can be delivered from all corners of the globe, seamlessly and efficiently. Our interview with Jeremy Fitch uncovers what's happening a little closer to home as we look at the customer service landscap
I doubt whether TSB decided to deliberately test their customers’ patience by a 6-day outage, but the anger spilling out on Twitter certainly wasn’t for understanding or forgiveness. And I’ve no doubt there are many large f...
One of the most revealing things about Mark Zuckerberg’s five-hour grilling at the US Senate this week, apart from his obvious discomfort at ditching his symbolic t-shirt for a grown-up suit, was how little many of the Senators seemed to kn...
Imagine getting a letter from a local cafe telling you how bad a customer you have been in accessing their service without spending enough to cover the costs incurred. Surely this wouldn’t happen! The customer is always right, right? ...
The stopwatch has started – 364 days now until the UK leaves the EU. Whether you are pro or against, the clock is now ticking until we are separated from a ‘marriage’ with Europe of more than 46 years. As Theresa May works to...
There was a certain irony in Facebook CEO Mark Zuckerberg hiding from the world for 5 long days whilst all around him a Force 10 storm erupted about his social media platform. Facebook is all about instant connections, instant feedback, total ...
This week our headlines have been dominated by shocking news about Russian influences, and the sad news of the death of Stephen Hawking, a truly amazing scientist with a gift for explanation and humour. Buried away was a BBC news report about...
The meaty facts and figures surrounding our growing obesity crisis has seen a turnaround from government this week as ministers potentially plan a crackdown on junk food advertising and two-for-one offers. Whilst Health Secretary Jeremy Hunt i...
Last night I walked Ted my dog in the twilight, beautifully lit by a thick blanket of pure white snow; the Met Office red alert resulted in almost no cars. There was an unusual silence; perhaps like a city pre the motor car would be like I i...
Recently a friend was deeply vexed about her holiday home in France getting a ‘vindictive’ review on a rating site. What made it doubly wounding was the effort she had invested to create a family experience; home from home with loads ...
This week Elise Christie, the British Olympian speed skater, sounded heartbroken in her tearful interview shortly after crashing out of her race in Pyeongchang. Expectations for her to win were high after her disqualification four years ago....
Delivering service excellence is something we all strive to accomplish and Nichola Taylor from Standard Life is living proof of achieving that ambition. Awarded CCA Professional of the Year, Nichola’s foresight, drive and determination to pu...
On a busy train this week two young children were bickering one shouting, ‘it’s not fair’. The frustrated mother replied, ‘get used to it - life’s not fair’. The child replied in teary confusion, ‘I know ...
Public sector efficiencies are high on the agenda for government agencies. Offering essential services to citizens and at the same time balancing austerity measures whilst trying to improve the customer experience is a task that many of us would thin...
This easy to get wrong little sum, has been perplexing lots of puzzle lovers. It’s an old one but recently been doing the rounds online. On a recent Which? twitter feed only 28% polled got the right answer by the time I contributed. Ho...
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