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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
Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.
CCAâ?Ts 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 chann
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.
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
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
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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This month's CCA Coffee Club brought together professionals from across the customer service landscape to tackle a challenge that continues to impact performance, morale, and well-being which is employee absence. Despite years of initiatives, monitoring t
Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.
We're kicking off the CCA Rewind series with a powerful conversation from the 2019 CCA Annual Convention. At the time, Greg Reed was CEO of Homeserve (now Group CEO of Places for People), and he shared his views on one of the biggest questions in CX innov
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
CCA congratulates Allied for being a consistent leader in customer service - not only maintaining high standards, but raising them year after year. Their long-standing accreditation journey is a testament to the power of continuous improvement, strong lea
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
We are proud to celebrate the outstanding achievements of Coventry Building Society, a long-standing and valued member of CCA Global. Their recent wins at the CCA Excellence Awards in Glasgow (April 2025) highlight not just individual brilliance, but a wi
Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o
In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.
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HGS' commitment to service excellence is proudly underscored by their CCA Global Accreditation for Customer Experience©, a recognition that highlights their dedication to the highest industry standards.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
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