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06/09/2019 INDUSTRY NEWS
Complaints management can feel like a perennial problem - but moving customers from complaints to advocacy is within our power





18/06/2019 INDUSTRY NEWS
Highways England to collect CCA Global Standard Silver Award recognising 10 years of CCA Accreditation

24/05/2019 CEO BLOG

03/05/2019 CEO BLOG

10/04/2019 EVENTS
CCA Summer Convention returns to Etihad Stadium in Manchester on 27 June 2019.

25/03/2019 EVENTS
Sir Lenny Henry is the host of CCA Gala Dinner and Excellence Awards ceremony being hosted at the Hilton Hotel Glasgow on 13 November 2019.

16/03/2019 RESEARCH
In 2019 we stand at a tipping point for customer experience with triggers including globalisation, digital growth, regulatory compliance and a changing economy all contributing to demands for transformation.

21/01/2019 PODCAST
Highlights from our C-Suite debate at CCA Convention featuring Anne Marie Forsyth, CCA; Alison Varney, Sky; Jill Waters, NS&I; Ian Craig, Nationwide; Greg Reed, HomeServe

01/09/2018 RESOURCES
This article from Cyara discusses the importance of digital transformation and innovation, and offers tips on how to improve CX by using automation, continuous monitoring and collaboration.

01/06/2018 RESOURCES
An in-depth report from KPMG Nunwood into the customer experience of tomorrow. It includes the Customer Experience Hall of Fame, a section on engagement and the Six Pillar Employee Experience; tomorrow's technology and how it will affect customer service;

01/01/2018 RESOURCES
A report summarising the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018 across the areas of people, technology, customer behaviour and organisational capabilities.

01/01/2018 RESOURCES
An analysis of the areas that companies compete on, current and future use of customer contact technology with breakdowns for each channel and form of technology used, the effect of technology on the customer experience, what different demographics and so

01/01/2018 RESOURCES
Extract from the Salesforce State of Service report. This looks at increasing expectations in customer service levels and what this means for businesses today.

01/01/2018 RESOURCES
An infographic using information gathered from 14 countries and over 50,000 consumers which gives an insight into the differing international trends in customer experience preferences, as well as looking at the six pillars of customer service excellence a

01/01/2018 RESOURCES
An infographic which delineates the Six Pillars of Customer Excellence - Personalisation, Integrity, Expectations, Resolution, Time & Effort, and Empathy.

01/01/2018 RESOURCES
Insights from 6,700+ consumers and business buyers on the intersection of experience, technology and trust.

29/11/2017 RESOURCES
An Ipsos MORI report which looks into what has changed and what has remained broadly the same with regards to customer service expectations over the past few decades. It analyses how brand and expectations combine, factors which drive high customer expect

29/11/2017 RESOURCES
A detailed analysis of research conducted by Twilio across the UK, US and Australia in order to gain an insight into how customers want to contact and be contacted by companies, aspects of communication with organisation which frustrete them, and ways in

27/07/2017 RESOURCES
Looks into the various aspects of self-service in business, such as drivers & attitude, profitability, call avoidance solutions, chatbots & virtual agents, and the future of self-service.

01/06/2017 RESOURCES
A breakdown of the top 50 companies for customer service, measured by the 5 pillars: Timely, Easy to Use, Reliable, Knowledgeable, Personalised. This report also includes interviews ith The People's Pension, Baxi, and QVC.

20/04/2017 RESOURCES
Leading service providers give insights into the changing and developing customer experience, and provide ieas around engagement & culture, personalisation, data, and other aspects