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.

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

This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.

One month on from the CCA Global Annual Convention 2026, new delegate poll findings reveal an industry entering a more mature phase of AI and organisational transformation. While innovation and automation remain high on the agenda, the results highlight g