CCA is launching a new standard for the use of AI and Gen AI in customer service and experience. Following an extensive, industry-wide consultation of more than 500 senior leaders, the framework on AI and Gen AI technologies is nearing completion.


The new framework and supporting toolkit will provide leaders with the resources needed to implement new technologies with a customer-centric approach. It aims to elevate customer service standards and leverage AI to its fullest potential.


Over the past 18-24 months, CCA has connected with more than 500 industry leaders on this topic through numerous sessions. This ongoing engagement has generated a wealth of intelligence to digest, uncovering many specific needs to help guide and steer organisations in their quest to blend human expertise with new technologies, including AI.


The new guidelines will be aspirational and regularly enriched as new experiences are proven, ensuring we capture the latest best practices. This keeps us at the cutting edge of this rapidly evolving space, consistently tracking best practices and emerging insights.


For over 25 years, CCA Global has set the standard for best practice in customer experience with the renowned CCA Global Accreditation for Customer Experience© and more recently, the CCA Global Accreditation for Learning and Development©. These standards serve as blueprints for excellence, offering robust strategies to minimise risk, enhance operational efficiency, improve quality, and foster innovation.


Join us on the journey

We invite all leaders and organisations to join us in shaping the framework and toolkit. To find out more, please register your interest here.