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Latest news, insight & opinion from CCA
I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc
Working together to support industry-wide excellence in customer service & experience
Dealing with customer complaints is a fine art and an effective complaint handling policy can be the difference between losing customers for good and winning back their goodwill.
These insights can equip leaders - organisationally and globally - to make purposeful decisions based on how employees are truly feeling
Organisations must do more to support vulnerable customers during economic crises, says HGS
CCA PARTNERSFind out how you can adapt to meet these new challenges
What a pleasure to welcome more than 600 people to celebrate success in Glasgow at last week's CCA VIP lunch and Awards Gala Dinner.
Hundreds of senior customer executives from leading public and private sector brands gathered yesterday for the 2023 CCA Awards to celebrate and recognise achievements in customer service excellence.
More than 25 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
Acquiring new customers is a crucial part of running a business. But equally important (and more lucrative) is retaining existing customers.
Catch up on this session hosted by broadcaster and journalist, Kaye Adams.
More than 20 leaders will be recognised and celebrated in Glasgow on 27 April as part of the CCA Women in Leadership programme.
Share your views in this new piece of research
Customer interactions are becoming more and more challenging for a variety of reasons; whether it's due to customer vulnerability, anger and frustration, stress or mental health issues.
HGS UK and Engage Hub partner with The Pensions Regulator to help optimise customer journeys
CCA PARTNERSNew Customer Journey Tracker improves how TPR and HGS analyse and engage with customers
Get strength-based development insights that make a difference
Customers come to your business for your products or services, but it takes more than a great product to nurture relationships and keep them coming back. And since customer service is a crucial part of retaining customers and fostering loyalty, every inte
What leaders need to know
Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
Picture this: you're scrolling through a social media app on your phone while half-browsing Netflix for something to watch on your TV and doing your taxes on your computer. Then, someone tries calling you.
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