The conversation continues - What we heard

A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.

The latest CCA Women in Leadership Network brought together members for an open and collaborative discussion exploring modern leadership, personal growth, and the opportunities and challenges presented by artificial intelligence.

The May Coffee Club brought together customer service leaders to explore a challenge that many organisations are currently grappling with: how to effectively measure performance across chat and messaging channels.

This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.

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