Do we fully understand what it’s like to work in today’s fast-paced customer service environment? How can we better understand and support our workforce for today and tomorrow? Is your workforce concerned about the potential impact of ...
What's On
Latest news, insight & opinion from CCA
A top business story this week was Next’s shares jump following its announcement that overall second-quarter sales rose 0.7%, beating expectations. What was interesting for me wasn’t so much the fact that this sales increase was d...
For the 1 in 3 of us across that country that owns a Premium Bond, we can be reassured that the customer service on offer will be at a premium itself. As a CCA Standard© bearer for many years, NS&I can be confident of the service it deliv...
Anne Marie is on her summer break so we thought we’d pinch her Friday blog and let you all into a little secret. Many of you will know that each year we take a percentage of the monies collected through ticket sales for our Gala Dinner and d...
Anne Marie is on her summer break so we thought we’d pinch her Friday blog and let you all into a little secret. Many of you will know that each year we take a percentage of the monies collected through ticket sales for our Gala Dinner a...
This week’s big news on the changes to the pension age for more than 6 million men and women makes us all take a pause and think about the years ahead still left to work – for some less than others. Add to the mix the story on how lif...
The cessation of BBC Question Time for the summer recess signals the beginning of the holiday period for Parliament. I suspect it can't come soon enough for the bruised PM Theresa May who has endured what most would agree has been a torrid tw...
We were thrilled to be on site at Barclays in Liverpool yesterday for our Industry Council Thought Leadership forum where we discussed what ‘always on’ means to those delivering and managing customer service. Ours is a very differe...
Like most of us at this time of year, I've been cramming in as much activity as possible before the summer holiday season starts. My last few weeks have been a bit of a whirlwind, chairing and speaking at conferences, all centred around the challenge o
This week saw us all shocked and horrified at the tragic tower block fire disaster in London. The dreadful pictures and scenes showed the devastation left behind that I’m sure affected each and every one of us. None more so than those at th...
This week Vodafone announced that it was intervening to prevent its brand being damaged by advertising inadvertently ending up on rogue sites, due to artificially intelligent algorithms making decisions. The company will manually select a &ls...
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...
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 ...
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