More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.
This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and
The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei
Ann Francke, Chief executive of the Chartered Management Institute shares expert tips on ways to help retain staff when pay cannot be increased.
This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes
In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done
Research outputs generated in collaboration with many of our members and benefited greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and Supplier network; all of whom helped get to the he
2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our n
2017 was the busiest year ever in the history of CCA, with a packed events agenda around the UK and Ireland, an extensive research and benchmarking programme and interest in CCA Global Standard© reaching record levels with the latest insights from ex
2018 has been an exciting and busy year for the CCA network with many new services developed and delivered in response to the cross sectoral industry requests identified throughout the year. CCA has developed a real time customer feedback loop with me
Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.
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