A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.

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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 explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.

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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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This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.

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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

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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

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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

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CCA Global Excellence Awards 2026 Recognise Customer Experience Leaders Across UK Industries

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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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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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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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Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.

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CCA's first Coffee Club of 2026 focused on a challenge that sits right at the heart of engagement and retention: how to make internal communication land across a workforce spanning five generations with different expectations, attention spans, and channel

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In this session we preview early findings from CCA's Future Scenarios Project. A bold, year-long insight-led programme exploring what customer experience, service design, and organisational strategy could look like by 2030.

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Learnings from a year of conversations across the CCA community, drawing on Best Practice Forums, Coffee Clubs, the Research Council and the Industry Council Futures programme, the report reflects what leaders are seeing in customer service and experience

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This month's Coffee Club brought into sharp focus how hybrid work is not just a logistical challenge, but a cultural evolution. The discussion underscored the value of peer insight in shaping flexible, human-centred workplace strategies that meet both o

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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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