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CCA Global Excellence Awards 2026 Recognise Customer Experience Leaders Across UK Industries
Training & Development
CCA provides a flagship leadership development experience designed to support individuals stepping into, or growing within, leadership roles.
Leaders in customer contact are under increasing pressure to balance performance, support their teams and deliver consistent outcomes in fast-changing and often high-pressure environments.
Development is no longer about training alone. It is about building the capability to lead, adapt and perform over time.
CCA’s approach reflects this shift, focusing on practical, relevant and applied development.
Supporting capability and leadership in customer contact
CCA provides development experiences that reflect the realities of customer contact, supporting individuals and organisations to build capability, confidence and performance.
Leadership Development
CCA Inspire©: Leadership for a Changing World
CCA Inspire is a flagship leadership development experience designed to support individuals stepping into, or growing within, people leadership roles.
Many leaders are expected to manage performance while also supporting wellbeing, handling difficult conversations and leading through uncertainty, often without the tools or confidence to do so effectively.
The programme reflects the evolving demands of leadership, focusing on trust, resilience, communication and leading through uncertainty.
CCA Inspire© is designed to help leaders feel more confident, capable and effective in how they lead their teams day to day.
Delivered as a blended experience, CCA Inspire© combines expert-led virtual sessions with a high-impact in-person experience, including practical insight from a hostage negotiator on communication and trust in high-pressure situations.
View Inspire ProgrammeA Practical and Applied Approach
CCA development is designed to be relevant, accessible and immediately applicable.
Collaborative Applied Learning
Participants are encouraged to reflect, engage and apply learning within their own environments, supported by insight, peer discussion and expert guidance.
Direct Support for Everyday Challenges
The focus is on practical tools and approaches that can be used immediately to support people, performance and day-to-day leadership challenges.
Ongoing Development and Membership
Development does not end with a single programme.
CCA membership provides ongoing opportunities to build capability through insight, benchmarking and peer engagement.
This allows organisations to reinforce learning over time and connect individual development with wider organisational priorities.
CCA Inspire© forms part of this broader approach, supporting both immediate development and longer-term capability building.
Who It Is For
CCA development activity supports:
- Team managers and emerging leaders
- Established leaders looking to strengthen capability
- Individuals moving into people leadership roles
- Teams seeking to build confidence in key areas
Explore Further
CCA provides a range of opportunities to support both individual development and organisational performance.
CCA Inspire© is a practical starting point for organisations looking to strengthen leadership capability in a focused and relevant way.
Latest membership news
Latest News From CCA
Developed over the past year this flagship research brings together cross-sector insight from leaders navigating the realities of AI-driven transformation to understand what the future of service may look like by 2030.
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Today, CCA Global welcomes senior customer experience, contact centre and digital leaders to Glasgow for the CCA Annual Convention 2026, a flagship gathering focused on the future of leadership, trust and transformation in customer service.
By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.
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