HGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.

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Unified suites are the future of CX

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With International Women's Day approaching, the latest CCA Women in Leadership Forum provided a timely and thought-provoking discussion on imposter syndrome, its impact on women in leadership, and strategies to build confidence and authenticity.

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It's no coincidence that the most successful products and services are often associated with the strongest brands. In this white paper, we will look at how you too can create brand advocates who will walk through a brick wall for your company by creating

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Dealing with fraud in banking contact centres

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Cross-collaboration, data and emerging tech

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and conversational AI-readiness in just three steps

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CCA Global, in partnership with Platinum Partner Smartnumbers, hosted a round table breakfast session in London, uniting over 30 leaders in customer service and CX to tackle the crucial issue of security and fraud in customer operations.

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In today's AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.

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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?

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CEOs and other leaders are increasingly realizing the value of bringing on a CRO as someone who can, 'cut through the tangled and counterproductive bureaucracy to forge new paths grounded firmly in data, customer desires, and high-level problem-solving,'

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Ineffective conversational AI is missing the human intelligence behind it. Before deployment, contact center leaders must determine their core contact drivers - otherwise known as 'intents' - and the most efficient way to address them.

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Highly volatile customer behaviors and expectations are shaping the way enterprises think about customer experience (CX) strategies across and beyond engagement channels.

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Catch up on the first CCA Women in Leadership session of 2024.

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Forget chatbots, generative AI is here. This groundbreaking technology creates human-quality text, images, and code - and it's transforming customer service. Download our report to discover the reality of AI adoption, its potential to enhance experiences,

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In the dynamic world of customer service and CX, change can be the only constant and adaptability becomes pivotal for organisational success. Join us for an exclusive virtual roundtable hosted by CCA Exec Chair, Anne Marie Forsyth and leading experts from

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Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.

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AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.

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Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi

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Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.

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