Terms & Conditions – ai.cca-global.com

1. Ownership and Intellectual Property

  • All content, surveys, questions, methodology, reports, data outputs, branding, and related materials available on ai.cca-global.com (the "Platform") are the exclusive property of Customer Contact Association (CCA).
  • The Platform, its contents, and its purpose are protected under UK copyright law, database rights, trademark law, and other applicable intellectual property legislation.
  • CCA Capability Matrix™ and CCA AI & Digital Capability Matrix™ are registered trademarks of CCA.
  • By accessing the Platform, users acknowledge that all intellectual property rights remain with CCA and no rights are transferred to the user.

2. Permitted Use

  • Access to the Platform is granted solely to the organisation and individuals who have been expressly invited to take part in the survey.
  • Users may only use the Platform and its content for the purpose of completing the survey and viewing their organisation’s results.
  • Any use beyond this (including copying, sharing, publishing, distributing, or making derivative works from the survey content or framework) is strictly prohibited without prior written consent from CCA.

3. Prohibited Use

  • Users must not share survey links, copies of questions, or related content outside of their invited organisation.
  • Participation does not grant any licence or right to reproduce, adapt, reverse-engineer, or commercialise the survey, framework, or methodology.
  • Any attempt to copy, replicate, or create derivative works for commercial or competitive purposes (including by industry associations, BPO providers, or consultants) will be treated as infringement and a material breach of these Terms.
  • Any unauthorised disclosure, reproduction, or transmission of the survey or its results will be treated as a material breach of these Terms.

4. Confidentiality & Data Use

  • All survey content, responses, and results are considered confidential information. Users agree to treat this information with the same degree of care as they would treat their own confidential materials.
  • CCA will not disclose, publish, or share any organisation’s individual responses or results with third parties, except where required by law or with prior written consent.
  • Survey responses may be used by CCA in aggregate form to produce benchmarking reports, research outputs, or industry insights.
  • All benchmarking and reporting will be anonymised. No organisation or individual participant will be named, identified, or otherwise singled out in any published material without prior written consent.
  • By participating, organisations acknowledge that their responses may contribute to the development and refinement of the CCA AI & Digital Capability Matrix™, as part of CCA’s consultation process with its network.
  • Any data shared externally will be presented only in aggregated and anonymised form, ensuring the confidentiality of participating organisations.

4A. Data Protection

  • CCA is the data controller for all information collected via the Platform.
  • Survey responses and any personal data provided will be processed in accordance with the UK GDPR, the Data Protection Act 2018, and, where applicable, the EU GDPR.
  • Data will be stored securely and retained only for as long as necessary to fulfil the purposes of analysis, benchmarking, and research, unless a longer retention period is required by law.
  • Personal data will not be disclosed to third parties without prior consent, except as required by law.
  • For further details on how data is processed, users should refer to CCA’s [Privacy Policy].

5. Contributor Recognition

  • Upon participation, invited organisations are granted a limited, non-exclusive, non-transferable licence to display a CCA-approved logo identifying them as a "Contributor to the CCA AI & Digital Capability Matrix™."
  • This licence is provided for recognition purposes only. It does not confer any form of certification, accreditation, or endorsement beyond participation.
  • The logo must be used in the form provided by CCA, without alteration, and must not be used in a misleading or disparaging manner.
  • CCA reserves the right to revoke this licence in cases of misuse or breach of these Terms.

6. Breach and Enforcement

Any unauthorised use or distribution of the survey, its content, or results will constitute:

  • A breach of contract (these Terms & Conditions);
  • A misuse of confidential information; and
  • A potential infringement of intellectual property rights under UK law.

CCA reserves the right to pursue remedies including (but not limited to):

  • Immediate suspension or termination of access;
  • Injunctive relief to prevent further misuse;
  • Recovery of damages and legal costs.

These remedies are in addition to any rights CCA may have under applicable data protection laws in the UK and EU.

7. Governing Law

  • These Terms & Conditions shall be governed by and construed in accordance with the laws of Scotland.
  • Any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.