The ongoing furore about hackers stealing Talk Talk customer data took a new twist this week with suggestions that large organisations should think about hiring the skills of the hackers. Unbelievably it appears that those responsible may be as young...

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The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...

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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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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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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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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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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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I don't know about you but I' m a real fan of beautiful historic buildings and it's great to see so many being restored and indeed enhanced beyond their former glory. The calmness can be truly inspiring in an age where we are always on and increas...

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We had one of our speaker lunches in London this week, and as ever at these events the conversation is never forced! Everyone has something to share about the experiences of getting in touch with organisations and more importantly getting issues res...

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What a roller coaster of emotions we have experienced this week for all of us who have been glued to the Olympics! To see so many great athletes and competitors striving for world-class performance is a sight to behold. In customer contact, CCA wer...

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Recognition and reward have never been more important than it is today in our very challenging economic climate. CCA are committed to showcasing award winning approaches to customer service – whether that is through organisations achieving an...

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MERRY CHRISTMAS TO ALL OUR MEMBERS! We would like to take this opportunity to wish all our members a very Merry Christmas and hope that you all have a relaxing holiday period. We would like to thank you all for your invaluable participation an...

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The theme for CCA Convention 2011 is Connected Customer - but what does it actually mean? One of the biggest changes for organisations to deal with is the reality that relationships are becoming less one-to-one and more one-to-many. For some ne...

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In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...

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Following extensive consultation with senior executives on our Industry Council, we are absolutely delighted to confirm that we will be including John Knell's "80 Minute MBA Programme" as one of the leading sessions at this year's Annual Co...

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