Organisations are restructuring, rethinking operating models, investing in AI and technology, and making some difficult decisions about costs, resources and how services will be delivered in the future.
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Organisations are restructuring, rethinking operating models, investing in AI and technology, and making some difficult decisions about costs, resources and how services will be delivered in the future.
Experienced industry leader joins CCA Global to strengthen strategic partnerships and business engagement.
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How do you turn your organisation's achievements into a clear, compelling Awards entry?
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?
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.
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What does excellence look like when the bar keeps moving? Explore the key insights, leadership perspectives and practical takeaways from CCA's Raising the Bar Annual Summit 2026, covering trust, leadership, workforce agility, transformation and continuous
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.
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93% of people feel more positive about brands that signpost them to help
Many organisations are already redesigning how work gets done. Decisions are being made differently. The technology can be implemented relatively quickly. Building capability is different.
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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What makes a good leader? Is it bravery, compassion, innovation, inspiration?
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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.
The latest CCA AI Transformation Forum, kindly hosted by The Very Group in Liverpool, brought together senior leaders from customer operations, digital transformation and AI to explore one of the defining challenges facing organisations today: how to move
PRESS RELEASE: CCA Global Launches New Fraud & Risk Framework for Customer Experience© to Help Organisations Combat Evolving Fraud Threats
CCA PARTNERSDeveloped with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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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.
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