What's On

Latest news, insight & opinion from CCA

When Digital met Physical

Last week we celebrated my son's 21st and also a dear aunt's 80th birthdays. To mark these momentous occasions I decided to collate photo books for each of them, involving a marriage of the physical and digital world. A planned couple of hours at the...

Read more

Trust - A game of two halves?

'Trust comes on foot and leaves on horseback'; that famous old Danish proverb has a certain ring to it in the murky world of FIFA this week, as investigations of corruption are spearheaded by the FBI, in scenes more akin to a mobster movie than the ...

Read more

Quelle Surprise!

I've lost count of the number of commentators in our industry who have bemoaned the lack of customer service offered by budget airlines. Few conference programmes are complete without a debate about customer experience in this sector. Negative impres...

Read more

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...

Read more

Who if not you?

60 customer service leaders in waiting gathered this week to be inspired by 'The Confidence Cocktail' delivered by Ros Taylor at CCA’s latest One Day MBA in Customer Experience. When asked what they would do if they suddenly found a large dose ...

Read more

Bags of listening

One of the biggest frustrations voiced by customers is that of 'not being listened to'. For me a big bug bear was paying expensive tariffs for 4G services (and watching the delightful Kevin Bacon doing everything that I couldn't) on my iPhone due to ...

Read more

Stand up for the sitters

Are you sitting comfortably? Hopefully not because today is 'On Your Feet Britain' - a campaign run by Get Britain Standing, aimed at urging us all to avoid the dangers of sitting too much. For some, in roles which require moving as a matter of cour...

Read more

Great expectations

The hassle of installing new equipment, and the fear of being left with no internet access, is deterring people from switching broadband providers. In a survey of 2,000 customers conducted by comparison site Cable.co.uk, 50 per cent said they ha...

Read more

The Big Picture

Who would have thought that the age old activity of colouring-in could make a big comeback in a digital age? Widely covered in the news this week has been the success of Amazon's top selling colouring-in books, The Secret Garden and Enchanted Forest...

Read more

With freedom comes responsibility

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...

Read more

A week's a long time on Twitter

Back in the nineties Gerald Ratner managed to trash his hugely successful jewellery empire, all on his own, without the assistance of Twitter or other social channels, which of course hadn't been thought of back then. He candidly attributes his catas...

Read more

The shape of things to come

The big event of this week was of course the Budget; the last before the General Election in a few short weeks time. But can we really say it is a true reflection of the state of the nation’s finances? According to Wednesday's budget comment ...

Read more

Getting faster.....slowly

55% of consumers will abandon an online purchase if they can't find a quick answer to a question according to Forrester research (see link here). This presents a big challenge for organisations trying to engage customers and make their experience no...

Read more

As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...

Read more

As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...

Read more

Behind the lines

Hidden within the glittering razzamatazz of the Oscars in LA last weekend was an unexpected gem; 'The Phone Call' winner of the best live action short film. Mat Kirby and James Lucas's film tells the story of Heather, a crisis call centre worker,...

Read more

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...

Read more

Worth the effort?

If consumers knew how much effort and resource organisations spend on deciphering what customers actually think of them, they would be confused as to why their encounters don’t always go smoothly. When phone numbers are buried ten clicks dee...

Read more

Aye right!

Academics have long argued that whilst two negatives can make a positive, it's impossible for two positives to make a negative. Except for Scots where the phrase 'aye right' cuts through academic theory and jargon, proving that two of the most emphat...

Read more