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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
What's On
Latest news, insight & opinion from CCA
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Exploring how recruitment and onboarding are evolving as customer service roles change, with a focus on the skills, assessment and support needed to help new colleagues succeed through their first 90 days.
The September Coffee Club brought together customer service and operational leaders to explore how annualised hours could support greater flexibility in workforce planning and better align resources with changing customer demand.
Working alongside Smartnumbers, specialists in fraud prevention and trusted communications, we're bringing together organisations from across the CCA community to build a clearer understanding of the capabilities that help organisations protect customers
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The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
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The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
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The conversation continues - What we heard
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A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
The May Coffee Club brought together customer service leaders to explore a challenge that many organisations are currently grappling with: how to effectively measure performance across chat and messaging channels.
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One month on from the CCA Global Annual Convention 2026, new delegate poll findings reveal an industry entering a more mature phase of AI and organisational transformation. While innovation and automation remain high on the agenda, the results highlight g
Developed over the past year, this flagship research brings together cross sector insight from leaders navigating the realities of AI driven transformation to explore what the future of service may look like by 2030. This executive summary highlights some
The April Coffee Club brought together customer service and contact centre leaders to explore one of the most persistent and complex challenges organisations face: managing attendance and reducing sickness absence.
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CCA Global Excellence Awards 2026 Recognise Customer Experience Leaders Across UK Industries
Developed over the past year this flagship research brings together cross-sector insight from leaders navigating the realities of AI-driven transformation to understand what the future of service may look like by 2030.
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Today, CCA Global welcomes senior customer experience, contact centre and digital leaders to Glasgow for the CCA Annual Convention 2026, a flagship gathering focused on the future of leadership, trust and transformation in customer service.
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At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.
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2026's CX landscape in the UK, Ireland, and Europe's private sectors is both exciting and challenging. Find out more on sector specific CX trends...
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In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.
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