Curated resources to inspire, energise, and prepare you for ther next season of customer leadership

Read more

For the Rewind Finale we're back to 2020 and lockdown where CCA Annual Convention was hosted online for the first time. Thanks to a creative collaboration with The National Theatre of Scotland, we brought a little sparkle and humour to our virtual stage.

Read more

This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.

Read more

This week in CCA Rewind, we're heading back to 2015, where a group of visionary CX leaders shared their thoughts on what really matters in customer and citizen service and what the future might hold.

Read more

This week's CCA Rewind takes us back to CCA Convention 2017, where Ola Clark and Carla Savelli (then customer service advisors at Atos) took the stage to share what working at the front line of customer service really looks like.

Read more

In this short interview, Ben Page, Global CEO of Ipsos shares his view on why great service isn't just a support function, it's a strategic differentiator that shapes brand reputation, customer loyalty, and competitive edge.

Read more

The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.

Read more

We're kicking off the CCA Rewind series with a powerful conversation from the 2019 CCA Annual Convention. At the time, Greg Reed was CEO of Homeserve (now Group CEO of Places for People), and he shared his views on one of the biggest questions in CX innov

Read more

The Women in Leadership Awards programme is more than a moment of celebration; it's a space for connection, courage, and contribution. Since its beginnings in 2014, this programme has grown from small conversations into a powerful platform to elevate wome

Read more

In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory

Read more

In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.

Read more

As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.

Read more

CCA congratulates Allied for being a consistent leader in customer service - not only maintaining high standards, but raising them year after year. Their long-standing accreditation journey is a testament to the power of continuous improvement, strong lea

Read more

From transformational change within their Customer Hub to award-winning leadership and a clear long-term strategy, Places for People is setting a benchmark for customer service excellence across the sector.

Read more

In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.

Read more

Why knowledge? The consumer has spoken.

Read more

Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!

Read more

The Next Frontier for Elevating the Customer Experience

Read more

Achieving Visibility and Flexibility with QStory

Read more

Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.

Read more