CCA on the road!
It’s been another busy week at CCA with lots of information sharing and thought-leadership discussions both across the country and across the Atlantic!
I was delighted to present yesterday at Verint’s Global Sales Kick-Off event in Atlanta, bringing to the agenda the latest trends and thinking around customer insight and experience, to the Verint team from all around the world. It’s been a fascinating few days here with lots of great discussion on how we can better use customer feedback and trends to improve processes, journeys and ultimately customer experience. A huge thanks to David Parcell, MD at Verint and the rest of the team for inviting me to participate and making me feel so welcome at the event.
CCA was also in Belfast this week with our latest member study tour hosted by Invest Northern Ireland. The case study from Ulster Bank on agent engagement at the time of the Natwest outage last year was really fascinating. Engagement levels increased drastically showing real dedication and commitment from the front-line team to deliver for customers at a very critical time. Some real learnings to be had.
We were also delighted to be invited by Kcom to present at the Dorset Public Sector Network session focusing on the latest trends and improvement programmes in the public sector, with a particular focus on shared services. The group participants appear to be making lots of progress at a very challenging time for local government as they strive to deliver on the ‘Digital by Default’ agenda and the Civil Service Reform Plan.
If you’d like information on any of the outputs then please do get in touch.