The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.
Thought Leadership
CCA Global is the recognised leader in thought leadership in customer service and experience, consistently providing fresh perspectives and comprehensive solutions to the most pressing business challenges.
CCA’s commitment to thought leadership plays a crucial role in guiding future decision-making, ensuring organisations stay ahead in an ever-evolving landscape.
For nearly 30 years, CCA has been at the forefront of industry innovation, facilitating highly acclaimed collaborations with leading public and private brands. By developing forward-thinking customer strategies, future-focused reports, and proven industry standards, CCA continues to shape the direction of service and experience, providing members with the insights and expertise they need to succeed.
At the heart of the thought-leadership agenda are two driving forces:
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For more information on CCA Thought Leadership, or if you have any other questions, please don't hesitate to get in touch
Latest news
Latest News From CCA
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Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
CCA Network
We work with over 500 leading brands which reflects more than 30% of customer service in the UK. Brands we work with include:
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