Just reading March Harvard Business review and read this sentence a few times over.. ‘According to one estimate, businesses collected more information in 2010 than in all prior years combined’ (HBR March 2011 p99) If so, what an opport...

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Our Customer Experience Summit last week hammered home the point that we need to grasp the nettle about measuring what matters, as business models change and cuts in public services begin to bite. This is made all the more challenging when compa...

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We introduced a new membership service in January called “CCA Wake Up Calls”, giving us the opportunity to engage with our members in a series of short, sharp and informative online sessions. For January we focussed on motivation and l...

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The availability of mobile communications and social media has certainly helped focus the events in Egypt as large numbers of people seek a voice and the organisation of such mass scale demonstrations would perhaps not have been as effective without ...

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I have been out and about this week visiting members in the North of England, across a range of sectors including local government. With snow and ice out of the way (for a while anyway) what a difference it makes to travel - a very punctual (BMI) f...

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A quote from Convention in November really made me think: "there are no nice calls left". As more and more is being managed via self-service, what is often left is the difficult and complex customer interactions. This theme was played o...

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