What's On

Latest news, insight & opinion from CCA

Who really controls the conversation?

The greatest challenge facing customer contact operations in 2017 isn’t a technology issue – it’s the corporate mindset Back-in-the-day, brands were accustomed to being in control of their own communication channels for marketing, ...

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Oh what a night!

Comedy and satire can't trump the real madness of today's US and UK politics, fake news and of course this week’s Oscars fiasco. The night to remember became a night never to forget for all the wrong reasons, and reactions were polarised an...

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Dancing with Doris

As storm Doris hit the UK shores yesterday I was feeling a tad smug that I had chosen Gatwick to fly to from Glasgow, rather than other airports as my flight seemed to be going as others were severely delayed or cancelled. My smugness was short l...

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Old chestnuts

It's been a busy and enjoyable week meeting with members to finalise our programme for 2017, and making sure we have captured all the current hot topics. There's been a sense of 'deja vu' too, issues that used to...

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Old chestnuts

It's been a busy and enjoyable week meeting with members to finalise our programme for 2017, and making sure we have captured all the current hot topics. There's been a sense of 'deja vu' too, issues...

Read more

Old chestnuts

It's been a busy and enjoyable week meeting with members to finalise our programme for 2017, and making sure we have captured all the current hot topics. There's been a sense of 'deja vu' too, issues that used to dominate the agenda 10 years ago are ...

Read more

Who said winning isn't everything?

There’s a modern mantra that says winning isn’t everything – it’s the taking part that counts! That’s all well and good when perhaps we are trying to encourage our children and young people to have the confidence to part...

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Who said winning isn't everything?

There’s a modern mantra that says winning isn’t everything – it’s the taking part that counts! That’s all well and good when perhaps we are trying to encourage our children and young people to have the confidence to part...

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A new game....?

This week I was a speaker at the Oracle Modern Business Experience event in London where some 3,500 delegates gathered to get insight into how their organisations can adopt a digital-first approach. Critically this involves becoming more agile; both ...

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Press option 1 for truth

The addition of the word 'post truth' in the Oxford dictionary as word of the year 2016 is evidence; if any was required, of rapid cultural changes in how we perceive ‘the truth'. 2017 opened with hefty fines levied against EE fo...

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Press option 1 for truth

The addition of the word 'post truth' in the Oxford dictionary as word of the year 2016 is evidence; if any was required, of rapid cultural changes in how we perceive ‘the truth'. 2017 opened with hefty fines levied against EE for overchargi...

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All shook up....

This week the BBC were interviewing residents in Tupelo, Memphis, home of Elvis, ahead of Donald Trump’s inauguration today. Reactions were mixed but there was huge excitement from the young brass band who were practising furiously ahead...

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Time to care?

The party's over as they say; Christmas trees down, waistlines up, credit card bills up, bank balances down; is it any wonder that we all get a bit gloomy in January especially if 'the new you' hasn't quite materialised and resolutions have been resi...

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JH TEST

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What is... is

We are used to New Year messages from politicians; this year we heard great intentions from Theresa May and other world leaders. From North Korea an interesting message was broadcast from leader Kim Jong Un; a surprisingly contrite resolution to serv...

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