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 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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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.

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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.

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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

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

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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

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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.

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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.

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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.

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

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The Next Frontier for Elevating the Customer Experience

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Achieving Visibility and Flexibility with QStory

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Turn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.

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Forward-thinking brands are rewriting the CX rulebook, transforming customer service from a cost centre into a strategic growth engine, where emotionally intelligent interactions deliver measurable outcomes and LTV.

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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

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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.

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This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.

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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.

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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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