This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
Collaboration combines industry-leading risk models and advanced analytics services to standardize cyber insurance policy development
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
Transition to Data-Driven Finance Leaves Many Organizations Scrambling to Catch Up
CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.
Redefine your customer experience for measurable results
Customer-centricity is the engine driving brandsā?T innovation and success
EXL is the only vendor recognized for all the three consecutive years as a Customers' Choice in Gartner Peer Insights Voice of the Customer: Data and Analytics Services Providers.
Customers demand digital tools that enable them to solve any issue, anytime. Their need for instant gratification requires connected solutions - and organizations tumble down the priority list when they treat digital as an afterthought.
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When you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
EXL's client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.
Data is essential for any organization - a fact confirmed by recent research from Lloyd's. The latest Blueprint II report, a forward-looking report on the digitalization of the insurance industry released by Lloyd's, reaffirms this fact that data is at th
EXL proposed to reduce the manual efforts in the client's customer service center by introducing EXL EXELIA.AI, a conversational AI solution incorporating next-generation natural language understanding (NLU) and machine learning models.
Highly intelligent human-like A.I. for TMCs is now a reality
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
As part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
CCA CEO Anne Marie Forsyth was recently invited by Capita to contribute to an article in The Telegraph exploring the challenges and considerations all businesses and organisations will need to think about in the months ahead.
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