As customer experience moves into 2026, the challenges facing organisations are no longer emerging trends but structural realities that require active leadership. Drawing on insight from the CCA Annual Review, CCA's councils and practitioner experience, t
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Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc
Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
Today, 23rd March 2021, is a unique first anniversary - not the sort of one that we celebrate but rather one where we will all be pleased to have some distance from.
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