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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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
Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
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.
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
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
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
In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.
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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.
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?
Equiniti CEC exemplifies what it means to set the standard in customer experience, and their latest accreditation is a testament to their dedication to creating a strong culture, driving innovation, and putting people at the heart of everything they do.
ESB Networks first achieved CCA Global Accreditation for Customer Experience© in 2007 - a prestigious benchmark that underscores its commitment to best-in-class customer care.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
At the heart of England's strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day.
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This CCA Research Council report explores how the rapid evolution of AI, automation, and digital technologies has created a transformative shift in customer service operations.
This Coffee Club session titled 'Exploring Best Practices for Effective Measurement' brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measurement f
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