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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.
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Latest news, insight & opinion from CCA
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Six Conversations Every UK Bank Is Having, and Why They All Lead Back to the Same Place
CCA PARTNERSVulnerability, fraud, inclusion, bereavement, youth banking: six UK banking challenges share one root cause. See what it is and how banks are closing the gap.
Closing the Customer Knowledge Gap: What Banking Leaders Told Us About Financial Inclusion
CCA PARTNERSKey takeaways from Firstsource's Financial Inclusion panel as UK banking leaders discuss debt stigma, the 2028 curriculum change, AI in bereavement support and more
Motor finance leaders must act now. A practical guide to navigating the £8bn FCA redress challenge with speed, compliance, and operational precision.
Smart meters, stronger oversight: What the water sector shake-up means for customer operations
CCA PARTNERSWhat the water sector's regulatory shake-up means for customer operations, smart meter rollout, and the future of utility service delivery in the UK
A guide to supporting vulnerable customers through careful, empathetic complaint handling in financial services.
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How do you turn your organisation's achievements into a clear, compelling Awards entry?
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 October CCA Women in Leadership Forum explored how leadership is evolving in an AI -driven world, highlighting the importance of human judgement, curiosity and empathy. Featuring insights from Dénelise L'Ecluse and experiences shared by members, the
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
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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
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.
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.
This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.
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