What's On

Latest news, insight & opinion from CCA
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Which? Research on UK's biggest gripe

It has been a while since the press have focused on a generic call centre debate so it was interesting to see the coverage over the weekend of Which?’s latest consumer research which states that the UK’s biggest gripe is overseas call cen...

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The pursuit of empathy

It's been quite a week for lovers of economics, with the first budget from a new Government, together with the ongoing drama surrounding the future of Greece and that awful phrase 'Grexit'. Balancing the books, whilst being seen to act humanely poses...

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Better the devil you know?

This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

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Man and machine in perfect harmony?

'Success in business is all about people, people, people. Whatever industry a company is in, its employees are its biggest competitive advantage'. I came across this quote from Richard Branson in a Linkedin post this week, a timely reminder as t...

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Mission Control

Millions of space enthusiasts have been tracking the progress of the robotic comet probe Philae, which apparently resembles a dishwasher, making an historic but awkward landing last Wednesday. Over the weekend it went into hibernation with a closing ...

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Customer engagement

This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

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Every complaint has a silver lining

The old Dutch saying ‘Trust comes on foot but leaves on horseback’ has a distinct resonance this week following widespread media reports of a lack of transparency in the energy switching companies. Big Deal, itself an energy switching ...

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It's a dog's life

Battling with business has become a curse of our time, and many of us now spend the equivalent of a day a week simply managing our online lives. Unwelcome intrusions in the form of cold calls or spam can test the patience of even the most temperate a...

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Is it time for your 20/20 vision test?

Here’s a summer challenge for those of you with good memories (and maybe a few grey hairs) - cast your mind back 20 years ago and see if you can recall the summer of 1994 (and no cracks about if you can remember it, you weren’t there!). ...

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New talent contest

If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...

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A time for change

I hope you all had a Happy Halloween, steered clear of the ghouls and ghosties and enjoyed more treats than tricks. Autumn is a season of change, when shadows at dusk can trick you into thinking that something you glimpse on the horizon is someth...

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Political debate on cold calling heats up

The controversial issue of cold calls and nuisance calls is rising up the political agenda as Liberal Democrat MP Mike Crockart has launched a Private Members’ Bill to tackle the issue. I joined him and consumer group ‘Which’ this w...

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Cutting the ties that bind

This week brought fresh evidence that the world is indisputably going mobile with news from Gartner that global personal computer (PC) sales have fallen for the fifth quarter in a row - the longest duration of decline in history. The decline is ...

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Big Data or Big Brother?

Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...

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Changing perceptions.....

Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...

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It's a question of trust......

“I'm not upset that you lied to me, I'm upset that from now on I can't believe you.” Friedrich Nietzsche There’s that old adage – never debate politics or religion at a dinner party. Well the news coverage in recent mo...

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RIP Landline - You'll cold call me no longer

This was a headline from an interesting article in The Times last Saturday emphasising how the humble landline, once the much loved communication for friends and family to share intimate conversations, has now become an object of mistrust with many p...

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2013 agenda beginning to take shape!

It’s been another exciting week consulting with key members of our network to finalise the focus for CCA’s research agenda for 2013. An early meeting in the week with the Professor for Marketing at University of Strathclyde got the intel...

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Rebuilding the brand

Earlier this week some 7m customers were affected by the service outage at O2 and the network issues at RBS Group are still having an impact on some of its customers. It is crucial that today’s businesses have the capability and culture to acc...

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