The fireworks finale marking the end of the Edinburgh Festival is a sure sign that summer is over and time to get back to the day job. With over 3000 acts on offer it would be difficult not to find something of interest, a feat of organisation reflec...
This time of the year is generally known as ‘silly season’ by journalists .... a slow time for hard news so the sillier stories and the good news stories get more airtime and column inches. This week Cilla’s funeral (sad not silly)...
Exam results fever hit again this week as the A-level results were issued. Students celebrated, and perhaps commiserated, as the results were announced whilst their Scottish counterparts were a week earlier. As is regularly the case, every year...
...is a wise piece of advice given to me by my economics lecturer quite a few years ago at University. I ignored it at my peril this year by booking short, nearshore staycations instead of travelling afar, believing that last year's never ending glor...
Working with CCA’s Thought Leadership Council at a recent workshop – the third of four that are leading up to the creation of some new scenarios which will be revealed at Convention this year – I was struck by the variable speeds at...
I came across these wise words; ironically as I was finding other things to do rather than getting down to the task of this week's blog. The old proverb about procrastination was written in a diary by my late dad, in Gaelic which was his first langu...
It's a serious question posed at newly formed CCA HR and Development Forum where as usual the agenda was bigger than the time available. It's tempting to answer a resounding "YES" to what seems to be a pretty rhetorical question- how on ear...
It's been quite a week for lovers of economics, with the first budget from a new Government, together with the ongoing drama surrounding the future of Greece and that awful phrase 'Grexit'. Balancing the books, whilst being seen to act humanely poses...
As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...
'Dogs are better than humans at big data' according to Carsten Sorensen at our quarterly CCA Special Advisers’ meeting in London this week. His rationale is that dogs know instinctively when their owners are around; often from afar, and don't e...
This was the subject of a fascinating programme this week on BBC Radio 4 (8.30 pm, Monday 15 June) not about the illusionary tricks of Mr Marvin, but instead about our mysterious predilection for shunning 80% of our economy when it comes to measuring...
‘The boozing starts from 7am. Though large amounts are often drunk, the sessions are orderly, even sociable. A skinful later, and always before nightfall, enough is enough and they rest.’ (The Guardian 10 June) No - not a typical Brits ...
Last week we celebrated my son's 21st and also a dear aunt's 80th birthdays. To mark these momentous occasions I decided to collate photo books for each of them, involving a marriage of the physical and digital world. A planned couple of hours at the...
'Trust comes on foot and leaves on horseback'; that famous old Danish proverb has a certain ring to it in the murky world of FIFA this week, as investigations of corruption are spearheaded by the FBI, in scenes more akin to a mobster movie than the ...
I've lost count of the number of commentators in our industry who have bemoaned the lack of customer service offered by budget airlines. Few conference programmes are complete without a debate about customer experience in this sector. Negative impres...
This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...
60 customer service leaders in waiting gathered this week to be inspired by 'The Confidence Cocktail' delivered by Ros Taylor at CCA’s latest One Day MBA in Customer Experience. When asked what they would do if they suddenly found a large dose ...
One of the biggest frustrations voiced by customers is that of 'not being listened to'. For me a big bug bear was paying expensive tariffs for 4G services (and watching the delightful Kevin Bacon doing everything that I couldn't) on my iPhone due to ...
Are you sitting comfortably? Hopefully not because today is 'On Your Feet Britain' - a campaign run by Get Britain Standing, aimed at urging us all to avoid the dangers of sitting too much. For some, in roles which require moving as a matter of cour...
The hassle of installing new equipment, and the fear of being left with no internet access, is deterring people from switching broadband providers. In a survey of 2,000 customers conducted by comparison site Cable.co.uk, 50 per cent said they ha...
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