Tomorrow is of course April Fools’ day ironically ending a tumultuous week where many may feel that the triggering of Article 50 is no laughing matter. And yet humour has been a constant since the vote to leave in June last year with Twitter fe...
What's On
Latest news, insight & opinion from CCA
Each week there is something in the news about disgruntled customers. Citizens Advice announced their findings around who’s winning and losing the customer service battle ratings amongst the energy firms. The research stated that while...
This week we could almost hear the screeching tyres and smell the burning rubber as Philip Hammond performed a handbrake sort of U-turn about national insurance contribution increases announced in last week’s budget for the 4 million or so self...
This week we could almost hear the screeching tyres and smell the burning rubber as Philip Hammond performed a handbrake sort of U-turn about national insurance contribution increases announced in last week’s budget for the 4 million or so self...
This week has involved quite a lot of travel which of course affords the luxury of catching up with news and actually reading articles and reports rather than snatching at twitter headlines. As usual there's the "must do this more often&...
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, ...
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, ...
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...
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...
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...
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...
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 ...
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...
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...
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 ...
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...
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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