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Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
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Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
You don’t have to be Scottish to celebrate the beauty and the wisdom inherent within the writings of Robert Burns. Yesterday, people worldwide toasted the immortal memory of a man whose words still resonate 259 years after his birth. ...
More than 1m people in the UK and Ireland are responsible for delivering customer service across brands big and small, private sector and public sector, on behalf of clients, along with a growing cohort of homeworkers. New Research Just A...
How was Blue Monday for you this week? Such was the media attention about the third Monday in January being the most depressing of the whole year, that we felt compelled to have a miserable day. Critics argued that such a focus placed people c...
How was Blue Monday for you this week? Such was the media attention about the third Monday in January being the most depressing of the whole year, that we felt compelled to have a miserable day. Critics argued that such a focus placed people c...
Hands up those that have set resolutions for change this year? Whether business or personal, most of us try and make positive changes as we start a new year. As we end the second week of 2018, the halfway point for those committed to a month...
Predictions and resolutions are in vogue as we slowly resurface after the festive break. It’s hard to avoid those determined ‘I will get fit/give up the carbs/find a new career/reinvent myself’ when all around us, adverts h...
Standing on a packed London underground train last week I was drawn to a poster advert from Age UK, highlighting the plight of a million or so lonely elderly people, some of whom don’t have any human contact for up to 6 days at a time....
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number for one restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly fro...
Trying to locate Trip Advisor's number one rated restaurant in London in November proved a conundrum for would be customers, the restaurant simply didn't exist. The whole rouse was the brainchild of Oobah Butler, who got the idea partly f...
No, it’s not Christmas which is scarily only 23 days away! It’s another coming of sorts, the new GDPR or General Data Protection Regulation to be launched May 2018. The new regulation replaces the 1995 Data Protection Act, which ca...
When people talk to people, it’s simple: a short text, a quick chat or even a few emojis get the point across. But when businesses talk to people, the experience can get complicated. A new report from CCA Annual Gold Partners Twili...
Most of us will have listened to at least some of Philip Hammond’s budget - only 6 months since the last one but delivered in a challenging new world post snap election, whilst still wading through Brexit. It was the usual balancing act of ...
What drives improvements in CX? How do we measure c-sat across disparate channels? How do we know we are measuring the right things? How can we make sure we are hearing the true voice of customer and not just the loudest one? Measurement ...
With over 40 speakers addressing CCA Convention over the last two days, there was certainly no shortage of analysis, wisdom and experience to keep delegates entertained. Davis cup coach Leon Smith reminded us that teams are made up of divas an...
Research reported earlier this week from Ofcom suggests that the younger generation is falling silent! A survey by the regulator has found a new ‘generation mute’ where only 15% of 16-24 year olds consider phone calls as the most i...
News this week focused on the erosion of our trust in online platforms like Twitter and Facebook as more than 50% of us believe that as sources of content and news they are unreliable. Interestingly, our respect and trust in more traditional...
If, like me, you drive a diesel car then it's likely that you will be feeling like a pariah, after additional congestion charges, top up parking fees, next must surely come the curfews and finally stocks with rotten tomatoes. And yet just a f...
At the foot of our garden under a tree, yesterday I discovered a carefully collated assortment of toys, mangled old objects, missing slippers and a few footballs. It's the work of Ted my industrious border collie who doesn't have any shee...
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