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What makes a good leader? Is it bravery, compassion, innovation, inspiration?
Visionaries
Bringing together some of the smartest and most experienced minds in customer service and CX to collaborate, learn and develop for the future
Making the right decisions about your customer service in challenging times is not easy; accessing trusted insight to best inform decision-making is critical for success.
Using a collaborative approach involving leading high-street and blue-chip brands, CCA has over 25 years' experience in delivering the latest research and expert thinking to help you implement customer service strategies that are right for your business.
Our range of leadership insight services include:
CCA Visionaries
An annual programme of lectures and talks from leaders of some of the most recognised brands in private and public sectors.
Future Scenario Research
Designed to support informed and educated decision-making by casting an eye to what future trends and influences will impact your business.
Women in Leadership
A network offering access to like-minded c-suite leaders and senior professionals to inspire leadership innovation
Latest News
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The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
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The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
Developed with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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.
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:
