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Emotionally Connected Customer Experience

Emotionally Connected Customer Experience

Nancy Friday 11 November No Comments
This CCMA Leadership Report captures key insights from the Emotionally Connected Customer Experience Leadership Forum held in November 2025. Senior contact centre leaders from across diverse sectors came together to…
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Energy & Utilities: Automation for Efficiency

Energy & Utilities: Automation for Efficiency

Nancy Friday 8 August No Comments
This CCMA Leadership Report captures key insights from the summer 2025 Energy and Utilities Leadership Forum, where senior sector leaders came together to discuss their automation strategies, how they balance…
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CareerTalk with Graham Swanton

CareerTalk with Graham Swanton

Chris CCMA Tuesday 6 June No Comments
In this episode of CareerTalk, Leigh chats with Graham Swanton, Director of Customer and Insight at Moat Homes. With a career spanning customer operations and service improvement in the social…
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CareerTalk with Morris Pentel

CareerTalk with Morris Pentel

Nancy Monday 6 June No Comments
Another fascinating CareerTalk hosted by Leigh Hopwood, CEO at CCMA, speaking with Morris Pentel, who describes himself as an Experience Scientist. With a career spanning telecoms, outsourcing and financial services,…
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Insurance: Collaboration to Better Protect Customers

Insurance: Collaboration to Better Protect Customers

Nancy Wednesday 12 December No Comments
The latest CCMA Leadership Report highlights the importance of collaboration within and beyond contact centres to enhance customer experience, protect against risks, and foster innovation. Senior leaders from the insurance…
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