CCA Summer Reading

We know how busy the year can get so here’s your chance to catch up on the best of 2025 so far. Dive in whenever you have a moment this summer, with resources hand-picked by the CCA team.
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LEADING WITH CONFIDENCE
Strong leadership starts with self-belief. This season, we explored how today’s leaders build confidence, challenge imposter syndrome, and inspire others.
- AI – Evolution or Revolution? CCA Leader's Summit, Mar 25
- Navigating Imposter Syndrome and Embracing Authentic Leadership - Women in Leadership Session
- AI and Beyond: The role of the future advisor - Interim Report from CCA Industry Council
THE FUTURE OF AI & DIGITAL
Digital transformation is more than just tech. Our latest resources uncover how organisations can boost readiness and prepare for the AI-enhanced workplace of tomorrow.
- Report - How AI is redefining customer service
- The role of AI in shaping CX – Leaders’ Summit, Jun 2025
- Beyond the Call: Elevating Digital Messaging in Customer Service
- Digital Transformation Futures - Forum, Feb 2025
BUILDING RESILIENT TEAMS
Learn how authenticity, meaningful communication, and smart workforce planning are shaping high-performing, future-fit teams across our network.
- Driving CSat Through Meaningful Conversations
- Creating a Culture that Cares - Future of Work Forum, Jun 25
- Supporting and Training Team Leaders
- Next Team Manager Inspire Intake - 9 Sep - more details
TRUST & VULNERABILITY
Trust is built in the moments that matter. We spotlight how organisations are supporting vulnerable customers, addressing workplace challenges, and leading with empathy.
- Enhancing CX and Financial Vulnerability Support – May Best Practice Forum
- Supporting Working Carers and Vulnerable Customers - April Best Practice Forum
- Tackling Call Avoidance Across the Organisation
DATES FOR YOUR DIARY
Keep your calendar close — there’s more to come!
Apply for the Women in Leadership Awards, explore our autumn line-up, and register your interest in the 2025 Excellence Awards.
For all the latest information, dates, and resources, visit the 'What's On' section on the CCA website. Don't forget to get in touch if there's anything we can help with!
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ALSO CHECK OUT THE MANY VALUABLE RESOURCES FROM CCA'S PARTNERS
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Media contact:
Pauline Cochrane
T: + 44 141 564 9010
E: pauline.cochrane@cca-global.com
About CCA
CCA is the professional body for leading brands in customer experience, challenging and connecting public and private sector organisations to become world class. With more than 20 years’ experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors ensures we retain our position as the definitive source within our market-place.
Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2019 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business. For further information visit www.cca-global.com