Learnings from a year of conversations across the CCA community, drawing on Best Practice Forums, Coffee Clubs, the Research Council and the Industry Council Futures programme, the report reflects what leaders are seeing in customer service and experience

Accreditation is a powerful catalyst for clarity, consistency and growth. It strengthens performance, elevates customer experience and builds confident, future-ready teams.

As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?

This month's Coffee Club brought into sharp focus how hybrid work is not just a logistical challenge, but a cultural evolution. The discussion underscored the value of peer insight in shaping flexible, human-centred workplace strategies that meet both o

Entering awards is not just about trophies, it is about growth, credibility, and connection. The CCA Excellence Awards help organisations benchmark, celebrate success, and inspire progress in customer experience.

We're proud to announce the winners of the CCA Women in Leadership Awards! These inspiring leaders are shaping our industry - building inclusive cultures, delivering results, and lifting others as they rise. Join us in congratulating them.