CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.

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In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change

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Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......

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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.

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Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.

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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.

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CCA CEO Anne Marie Forsyth was recently invited by Capita to contribute to an article in The Telegraph exploring the challenges and considerations all businesses and organisations will need to think about in the months ahead.

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An articled written by Constance Kampfner of the Times discusses how The Financial Conduct Authority has written to the chief executives of more than 3,500 lenders.

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