Great customer experience session in London in the beautiful Gallup offices, overlooking the Thames. An incredibly busy day with the launch of our bi-annual benchmarking results. The great news is that the average c-sat measure for the group has gone...
I had a really interesting discussion this morning with Gary Ennis of NS Design who is working with us on a number of social media initiatives in the run up to his session at this year's Convention. One thing that crossed my mind was, have we come f...
In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...
Too much data - too little insight? Unlocking customer insight was the theme of our Customer Experience Council dinner in London on Wednesday night this week. Hosted by David Parcell, MD at Verint, the discussion was extremely lively with lots of di...
Yesterday I was invited to join the debate on the Jeremy Vine show on BBC Radio 2 talking about that old chestnut – offshoring to India. A new twist to the debate, however, was that the cost differential is no longer the biggest factor as the ...
I was delighted to be part of Plantronics 50th anniversary celebrations at their fantastic new 'Smart' offices in Swindon last week. Plantronics has been a long standing sponsor of CCA and have contributed significantly over the years to our people ...
Had great meetings this week in London with two of our larger outsourcing members - Careline Services and The Listening Company which were quickly followed by a visit to the Treasury office who are discussing with us their Digital Strategy for delive...
Following extensive consultation with senior executives on our Industry Council, we are absolutely delighted to confirm that we will be including John Knell's "80 Minute MBA Programme" as one of the leading sessions at this year's Annual Co...
We had our Supplier Council meeting yesterday in London. A great session - lots of really interesting discussion around improving relationships between suppliers and operators to positively impact on service and bottom line results. All of the memb...
'Don't win the argument and lose the customer' is a phrase I noticed displayed in the offices of a large mobile phone operator during a visit to London earlier this week. It really does make you think how important it is to constantly remind ourselv...
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...
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...
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 ...
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...
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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