Experienced industry leader joins CCA Global to strengthen strategic partnerships and business engagement.
Insider News
News & views from industry partners and suppliers
Six Conversations Every UK Bank Is Having, and Why They All Lead Back to the Same Place
CCA PARTNERSVulnerability, fraud, inclusion, bereavement, youth banking: six UK banking challenges share one root cause. See what it is and how banks are closing the gap.
Closing the Customer Knowledge Gap: What Banking Leaders Told Us About Financial Inclusion
CCA PARTNERSKey takeaways from Firstsource's Financial Inclusion panel as UK banking leaders discuss debt stigma, the 2028 curriculum change, AI in bereavement support and more
Motor finance leaders must act now. A practical guide to navigating the £8bn FCA redress challenge with speed, compliance, and operational precision.
Smart meters, stronger oversight: What the water sector shake-up means for customer operations
CCA PARTNERSWhat the water sector's regulatory shake-up means for customer operations, smart meter rollout, and the future of utility service delivery in the UK
A guide to supporting vulnerable customers through careful, empathetic complaint handling in financial services.
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93% of people feel more positive about brands that signpost them to help
The CCA Women in Leadership awards programme encourages applications from women in in-house operators, outsourcing and BPO providers, as well as the technology, training, and supplier communities. By recognising leadership at all levels, the CCA Women in
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What makes a good leader? Is it bravery, compassion, innovation, inspiration?
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The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
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The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
PRESS RELEASE: CCA Global Launches New Fraud & Risk Framework for Customer Experience© to Help Organisations Combat Evolving Fraud Threats
CCA PARTNERSDeveloped with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.
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This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that ar
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This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.
By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.
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A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.
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At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.
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Capita supported a leading financial services company to transform its customer service operations by implementing CallSight, a cutting-edge AI platform.
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2026's CX landscape in the UK, Ireland, and Europe's private sectors is both exciting and challenging. Find out more on sector specific CX trends...
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In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.
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