For the Rewind Finale we're back to 2020 and lockdown where CCA Annual Convention was hosted online for the first time. Thanks to a creative collaboration with The National Theatre of Scotland, we brought a little sparkle and humour to our virtual stage.

This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.

'We all face moments of self-doubt. The key is knowing how to move through them with purpose and courage.'

This week in CCA Rewind, we're heading back to 2015, where a group of visionary CX leaders shared their thoughts on what really matters in customer and citizen service and what the future might hold.

This week's CCA Rewind takes us back to CCA Convention 2017, where Ola Clark and Carla Savelli (then customer service advisors at Atos) took the stage to share what working at the front line of customer service really looks like.

In this short interview, Ben Page, Global CEO of Ipsos shares his view on why great service isn't just a support function, it's a strategic differentiator that shapes brand reputation, customer loyalty, and competitive edge.