It's been another busy week at CCA with our People & HR Forum at CCA HQ, Thought Leadership Forum in Amsterdam hosted by Poly and our first ever organisation to achieve accreditation to the new version of CCA Global Standard¬©. Have a watch of my vlog to
CCA Summer Convention returns to Etihad Stadium in Manchester on 27 June 2019.
This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. In the following pages we hope to dispel some myths around AI and automation and also to outline the
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.
By evaluating customer behaviours and trends, Co-op Banking Group has delivered an impressive reduction in call and FTE numbers.
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
An annual report which analyses the importance of digital transformation and offers a guide for organisations. The report includes discussions on the drivers of digital transformation, market pressures, human factors in digital transformation, and the imp
Views, opinions and trends on the development of omni-channel customer contact as part of a digital strategy. This research probes the views of customer experience professionals from a range of leading organisations to examine their views on transformatio
This report looks at the role of AI in marketing, and how it is possible to personalise incentives, highlight and capture challenges, and revolutionise the marketers' role with the implementation of artificial intelligence going forward.
An in-depth study into the role of technology in modern higher education. Looks into how universities can harness the power of digital, the barriers to going digital which can be encountered, embedding digital into every department of our universities, an
This report looks at the increasing influence of AI and chatbots across the Customer Service industry, and predicts outcomes for 2018 onwards as a result of AI. It's likely that both customer and agent satisfaction will drop as a result of increasing pres
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.
This in-depth report analyses the wider cultural trends around increasing digitisation, and goes on to look at the importance of digital transformation for customer service organisations and how this is likely to impact the customer experience. It offers
This report details the rise of AI, self service & automation, including a case study on digital-only bank Atom. It also discusses employee engagement and the agent of the future and tips from customer service leaders for overcoming challenges of mixing t