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.
What's On
Latest news, insight & opinion from CCA
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.
The Leaders' Summit is renowned for showcasing the latest thinking, expertise and insight in customer service and CX strategies by convening the leading minds in public and private sector household brands.
The CCA Excellence Awards programme for 2023 is now open for entry. Applications must be submitted by 16 December 2022, and winners will be announced in Glasgow on 27 April 2023.
Webinar: Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)
CCA PARTNERSIn this webinar session with partners eGain, we will disucss the latest research on the pain points that stand between customers and the experience they seek. Our expert contributors will explain how best to gather and organise knowledge, supporting custo
EXL recognized as a Major Player in IDC MarketScape for Intelligent Automation Services
CCA PARTNERSEmerging category of services expands traditional business process management capabilities with advanced analytics and AI-driven platforms
Executive Round Table: Measuring to Motivate - Analyse and Empower with New Metrics for a Post-Pandemic World
CCA PARTNERSFrom analytics to automation, where do you start? Watch this executive, virtual round table session where we'll discuss the challenges and opportunities that arise when considering what post-pandemic measurement can and should look like, and why now is th
Today's world of work is changing; Is the development of your Team Managers keeping pace? New programme intake kicks off on 20 September
Has cloud (and a pandemic) enabled us to finally punch above our weight?
A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and how to navigate emoti
Executive Round Table: You know what you know - how can advisors be more effective with better access to knowledge management?
CCA PARTNERSIn this intimate session for senior service and CX executives, we explore issues including: what 'quick win' opportunities are available to improve advisor knowledge and understanding the true cost of inadequate systems on costs, satisfaction, and quality
Inbound Media Group joins EXL, enhancing capabilities in data-driven customer acquisition and digital engagement
CCA PARTNERSMarriage of industry-leading consumer data and analytics with proven performance marketing solutions creates breakthrough capabilities for health, insurance, and financial services clients.
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It's not about the money, right? Cost per call/transaction/interaction - customer service has a price but is it worth it? A question considered by boards and businesses across the country.
Improving operations through analytics
An articled written by Constance Kampfner of the Times discusses how The Financial Conduct Authority has written to the chief executives of more than 3,500 lenders.
Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services
CCA PARTNERSDeal adds 9,,000 people and outsourcing, digital transformation and AI capabilities in customer care, collections and sales
CX trends and advice for inflationary periods
Ann Francke, Chief executive of the Chartered Management Institute shares expert tips on ways to help retain staff when pay cannot be increased.
Attitudes to work are changing but are we changing fast enough? Home or office or hybrid; for many it can feel a bit like the Hokey Cokey, one foot in or out and shake it all about! The CCA Coffee Club meets every other Friday bringing together senior exe
Industry veteran and visionary Andrew Hall joins as Chief Commercial Officer, and Neil Russell-Smith as Director of Marketing
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