CCA Global Excellence Awards 2026 Recognise Customer Experience Leaders Across UK Industries
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A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
The latest CCA Women in Leadership Network brought together members for an open and collaborative discussion exploring modern leadership, personal growth, and the opportunities and challenges presented by artificial intelligence.
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This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that ar
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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
Bringing together leaders from across financial services, retail, utilities and the public sector, the session combined peer discussion with real-world case studies from Lloyds Banking Group and Currys, creating an open and highly practical conversation a
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
CCA members gathered in Swansea for an engaging and insightful Raising the Bar: Excellence in Practice hosted visit with the Driver and Vehicle Licensing Agency (DVLA), exploring how one of the UK's largest public service contact operations is building a
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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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A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.
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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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Capita supported a leading financial services company to transform its customer service operations by implementing CallSight, a cutting-edge AI platform.
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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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Capita Experience is leaning hard into AI while keeping people at the centre of service.
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Capita's new report with Everest Group, 'The AI advantage in retail: creating end-to-end customer-centric ecosystems', explores how AI is transforming retail customer experience and provides a practical guide for retailers looking to deliver seamless, end
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The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance.
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Customer experience leadership is becoming more complex. Technology is advancing rapidly, customer expectations are shifting and organisations face growing scrutiny around fairness, transparency and vulnerability. As automation handles simpler enquiries,
The February CCA Coffee Club brought together customer service leaders to explore a concept that is becoming increasingly visible across organisations: reassurance demand
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