We're kicking off the CCA Rewind series with a powerful conversation from the 2019 CCA Annual Convention. At the time, Greg Reed was CEO of Homeserve (now Group CEO of Places for People), and he shared his views on one of the biggest questions in CX innov
The Women in Leadership Awards programme is more than a moment of celebration; it's a space for connection, courage, and contribution. Since its beginnings in 2014, this programme has grown from small conversations into a powerful platform to elevate wome
In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory
In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
CCA congratulates Allied for being a consistent leader in customer service - not only maintaining high standards, but raising them year after year. Their long-standing accreditation journey is a testament to the power of continuous improvement, strong lea
Set against the backdrop of a rapidly changing service landscape, this Leaders' Summit brought together thought leaders, customer experience practitioners, innovators, and strategic partners to share insights, challenge assumptions, and imagine the future
Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.
In today's connected world, telecom, media, and technology (TMT) organisations do more than deliver products and services - they enable the moments that shape our personal and professional lives. Whether it is connecting families across distances, deliver
In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.
Why knowledge? The consumer has spoken.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
The Next Frontier for Elevating the Customer Experience
Achieving Visibility and Flexibility with QStory
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
Our new research shows how brands can earn up to £500 more per customer, every year - simply by delivering the human experiences people want.
Turn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.
Forward-thinking brands are rewriting the CX rulebook, transforming customer service from a cost centre into a strategic growth engine, where emotionally intelligent interactions deliver measurable outcomes and LTV.
While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
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