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.
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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.
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.
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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.
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.
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.
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
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
Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
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
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.
Allied Celebrates over 15 Years of Excellence with CCA Global Accreditation for Customer Experience©
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
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.
While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
We are proud to celebrate the outstanding achievements of Coventry Building Society, a long-standing and valued member of CCA Global. Their recent wins at the CCA Excellence Awards in Glasgow (April 2025) highlight not just individual brilliance, but a wi
Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o
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HGS' commitment to service excellence is proudly underscored by their CCA Global Accreditation for Customer Experience©, a recognition that highlights their dedication to the highest industry standards.
Press release: HGS announces the official launch of a new customer experience (CX) hub in South Africa,
CCA PARTNERSHGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
As AI and digital innovation continue to redefine the customer service landscape, this year's Summit programme poses the vital question - Is AI a revolutionary partner reshaping our industry, or an evolutionary tool enhancing human connection?
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