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Insight Category: Leadership Series

Public Services: Connecting Fragmented Journeys

Public Services: Connecting Fragmented Journeys

Nancy Monday 4 April No Comments
UK public service contact centres are having to manage more interaction complexity and volume than ever before, driven by a combination of increasing contact variety, changing customer expectations, technological evolution,…
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The Hidden Cost of Over-Automation

The Hidden Cost of Over-Automation

Nancy Friday 2 February No Comments
Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to…
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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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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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