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24/03/2020 INDUSTRY NEWS
A new forum has been created to support organisations in their response to COVID-19. The forum will convene each Friday at 11am until further notice. To request joining instructions or for any other information, please contact CCA

06/12/2019 INDUSTRY NEWS
The most popular questions asked by delegates at CCA Annual Convention 2019

06/12/2019 RESEARCH
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge

30/09/2019 EVENTS
Why is it important to be part of a network of people who have similar aims and values to you?

30/09/2019 EVENTS
How do we cope in such uncertain times?

10/09/2019 PRESS RELEASE
CCA unveils the shortlist of finalist for 2019's Excellence Awards

09/09/2019 EVENTS
Last week, Gas Networks Ireland hosted a highly successful Centre of Excellence session in Dublin, attended by a hosted of customer service professionals and facilitated by CCA Advisor Una McLoughlin.

06/09/2019 INDUSTRY NEWS
More than 60 VIP guests celebrated success in meeting the industry benchmark, CCA Global Standard© in June 2019. Special mention to Student Loans Company who was presented with their Gold Award for achieving accreditation for more 15+ years.

06/09/2019 RESEARCH
CCA outlines new research on how organisations can plan for the future and make the critical decisions that will ensure their continued relevance and also maximise on any opportunities that arise as a result.

06/09/2019 VIDEO
Why is it important to companies like Police Scotland, TTEC, Scottish Widow, Oracle, Twilio, Sensée, Poly, SGN and more to be part of the CCA network? Hear from some of the UK's leading CX professionals interviewed recently about what working with CCA me

06/09/2019 EVENTS
Access the highlights and key take-aways from our People & HR Forum, held at CCA HQ on 8 May 2019. Presentations from Standard Life and Coventry Building Society helped shape new concepts on vulnerability, engagement and positive culture change.

04/09/2019 PRESS RELEASE
CCA are delighted to announce the chosen charity for 2019's Gala Dinner and Excellence Awards Ceremony: Macmillan Cancer Support

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

10/05/2019 CEO BLOG
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

12/04/2019 INDUSTRY NEWS
The Excellence Awards programme for 2019 launched on the 1st March and is supported by an independent panel of judges from across the CCA network. Are you interested in being part of the Awards review process?

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

31/03/2019 INDUSTRY NEWS
The Emerging Leader Award is an exclusive award category for CCA Platinum Members. It seeks to recognise emerging leaders within the organisation that are truly committed to driving transformational change.

28/03/2019 PRESS RELEASE
Any brand can be vulnerable to what seems like sudden seismic shifts in customer behaviour and demands. The seventh edition of CCA Global Standard© aims to build better customer experience in a digital world.

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.

13/03/2019 EVENTS
With Brexit looming, we have rarely experienced such uncertain times. As a senior business leader, what changing expectations are being presented by your customers and employees and how are you personally managing these? What changes to BAU are you experi

06/03/2019 INDUSTRY NEWS
Student Loans Company in Darlington hosted the second CCA Industry Council Thought Leadership Forum for 2019. Leaders tackled some of the challenges being faced today around engaging and motivating a changing workforce and shaping our priorities to help s

31/01/2019 INDUSTRY NEWS
David Smith, Economic Editor for The Sunday Times, spoke at a recent CCA Advisory Council to share his views on Brexit, and how organisations can maintain good reputations and retain the trust of their customers in times of fast-paced change and uncertain

23/01/2019 EVENTS
Nationwide Building Society hosted CCA's first Industry Council Thought Leadership Forum of 2019 at their HQ in Swindon bringing together industry leaders from leading brands in private and public sectors to debate current and future service challenges to

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

21/01/2019 POLLS
Have you taken part in January’s Member Opinion Poll? This month we’re looking at Brexit – tell us what YOU think – it’ll only take 2 minutes!

Jo has worked in financial services for almost 30 years progressing from customer facing activity to her current position as Director of Customer Operations at The Co-operative Banking Group. Take a look at what some of her colleagues had to say about her

16/11/2018 CEO BLOG
We are attuned to things going wrong in many aspects of life these days, and so it was a special delight to gather with friends and celebrate the achievements of true heroes from industry at our glittering CCA awards ball in Glasgow last night. ...

25/05/2018 CEO BLOG
I recently returned from a trip to Canada, visiting Ottawa then Toronto with various meetings about the expansion of the latest version of CCA Global Standard©. Ottawa, isof course, the understated capital of Canada; a vibrant city...

04/05/2018 CEO BLOG
CCA was on tour this week! With a group of members from all different sectors we headed to Amsterdam for an Innovations Showcase with a spotlight on two of our key partners – Plantronics and Oracle. The session showcased the importance of o...

17/11/2017 CEO BLOG
With over 40 speakers addressing CCA Convention over the last two days, there was certainly no shortage of analysis, wisdom and experience to keep delegates entertained. Davis cup coach Leon Smith reminded us that teams are made up of divas an...

29/09/2017 CEO BLOG
This week I was definitely 'in Europe' as I visited the amazing Plantronics’ customer centre in Amsterdam. The visit was to celebrate their success in achieving CCA Global Standard© once again which they are now rolling out in ...

30/06/2017 CEO BLOG
We were thrilled to be on site at Barclays in Liverpool yesterday for our Industry Council Thought Leadership forum where we discussed what ‘always on’ means to those delivering and managing customer service. Ours is a very differe...

26/05/2017 CEO BLOG
This week was a busy one at CCA HQ, we hosted 30 organisations at the popular customer journey mapping masterclasses with Oracle on Tuesday and our BPO/Outsourcing Users Forum yesterday. I often think that if customers could experience t...

03/02/2017 CEO BLOG
This week I was a speaker at the Oracle Modern Business Experience event in London where some 3,500 delegates gathered to get insight into how their organisations can adopt a digital-first approach. Critically this involves becoming more agile; both ...

23/11/2016 CEO BLOG
There are only two little words to say as we closed CCA Convention 2016 in the wee small hours of last Thursday night; Thank you! To our delegates over two days and two nights; all 600 in total whose enthusiasm and participation was a testamen...

04/11/2016 CEO BLOG
This week we have been overwhelmed with submissions from organisations in response to our call for Customer Service Heroes campaign in advance of CCA Convention which is only two weeks away (and counting!) What’s striking apart from the vol...

21/10/2016 CEO BLOG
This has been one of those weeks as they say, a combination of upgrading everything in the CCA office to Windows 365 and bravely upgrading to the new iPhone iOS. Its fair to say that I feel forced into becoming left-handed with my right-hand firmly ...

16/09/2016 CEO BLOG
This is of course the strapline used by leading entertainment company Sky, providing a focus for them in content creativity, customer, employee and stakeholder engagement. It was certainly visible at our final 2016 CCA leadership forum on Wednesday, ...

03/06/2016 CEO BLOG
This week I travelled by train to Leeds and then on to London for meetings with CCA members, mobile operators and Government departments. Having treated myself to first class travel to ensure some hours of uninterrupted work time, I had high expectat...

13/05/2016 CEO BLOG
'Hanging out of a tenement window' and 'an airbrushed version of reality' were two tongue-in-cheek descriptions of social channels given by Gary Ennis at yesterday's CCA Social Media Masterclass in Glasgow. Great for gossip and also a means for peopl...

13/11/2015 CEO BLOG
The ongoing furore about hackers stealing Talk Talk customer data took a new twist this week with suggestions that large organisations should think about hiring the skills of the hackers. Unbelievably it appears that those responsible may be as young...