This has been a difficult week for British Airways, with the debate still ongoing about what actually caused the crash of all their booking, baggage and customer contact operations last bank holiday weekend. PR experts queued up to criti...
What's On
Latest news, insight & opinion from CCA
This week was a busy one at CCA HQ, we hosted 30 organisations at the popular customer journey mapping masterclasses with Oracle on Tuesday and our BPO/Outsourcing Users Forum yesterday. I often think that if customers could experience t...
Last night I was at the magnificent Hydro in Glasgow…. at the Take That concert. Some if you will have shift deleted at this point but bear with me. Regardless of musical tastes and opinions, 13,000 fans were treated to a Wonderland t...
Did you vote in this week’s local elections? Are you planning to vote in the general election? I ask because all the indicators are that we are becoming disillusioned with politics (or politicians?) thus our appetite for engagement is ...
Understanding customer emotions in parallel with machine learning matters greatly to organisations planning their resources to effectively service whichever business area they happen to be in.
I suspect many of you felt as I did on hearing the General Election news - head under a duvet and please make it all go away! Or maybe Netflix to block out the incessant verbiage from the informed and not so well informed on 24/7 news. The annou...
The death of Arnold Clark aged 89, Britain’s first £billion car sales business evoked an outpouring of warm tributes from politicians, employees and business leaders. A life well lived, a business well-run, a passion for his product, his ...
This week the Prime Minister and others expressed outrage at the apparent omission of the word 'Easter' from 'egg' from none other than the National Trust and Cadbury - except the omission wasn't really a deliberate omission, but ...
This week the Prime Minister and others expressed outrage at the apparent omission of the word 'Easter' from 'egg' from none other than the National Trust and Cadbury - except the omission wasn't really a deliberate omiss...
Tomorrow is of course April Fools’ day ironically ending a tumultuous week where many may feel that the triggering of Article 50 is no laughing matter. And yet humour has been a constant since the vote to leave in June last year with Twitter fe...
Each week there is something in the news about disgruntled customers. Citizens Advice announced their findings around who’s winning and losing the customer service battle ratings amongst the energy firms. The research stated that while...
This week we could almost hear the screeching tyres and smell the burning rubber as Philip Hammond performed a handbrake sort of U-turn about national insurance contribution increases announced in last week’s budget for the 4 million or so self...
This week we could almost hear the screeching tyres and smell the burning rubber as Philip Hammond performed a handbrake sort of U-turn about national insurance contribution increases announced in last week’s budget for the 4 million or so self...
This week has involved quite a lot of travel which of course affords the luxury of catching up with news and actually reading articles and reports rather than snatching at twitter headlines. As usual there's the "must do this more often&...
The greatest challenge facing customer contact operations in 2017 isn’t a technology issue – it’s the corporate mindset Back-in-the-day, brands were accustomed to being in control of their own communication channels for marketing, ...
The greatest challenge facing customer contact operations in 2017 isn’t a technology issue – it’s the corporate mindset Back-in-the-day, brands were accustomed to being in control of their own communication channels for marketing, ...
Comedy and satire can't trump the real madness of today's US and UK politics, fake news and of course this week’s Oscars fiasco. The night to remember became a night never to forget for all the wrong reasons, and reactions were polarised an...
As storm Doris hit the UK shores yesterday I was feeling a tad smug that I had chosen Gatwick to fly to from Glasgow, rather than other airports as my flight seemed to be going as others were severely delayed or cancelled. My smugness was short l...
It's been a busy and enjoyable week meeting with members to finalise our programme for 2017, and making sure we have captured all the current hot topics. There's been a sense of 'deja vu' too, issues that used to...
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