Keir Starmer’s first speech as Prime Minister placed a strong emphasis on replacing the politics of performance with that of service, "…because service is a precondition for hope and trust…," and the need to restore trust should weigh heavily on every Member (in Parliament), new and returning alike.


Leaders in the CCA network understand that delivering exceptional service is essential for building strong customer relationships. However, organisational politics can distract and erode trust among customers and employees. Trust, once compromised, is challenging to rebuild, making it essential to consistently build and maintain it through transparent and reliable practices.


The power of collaboration

Today’s customer service environment blends advanced technology with growing human empathy and problem-solving skills, creating a dynamic environment. Leading brands across all sectors leverage real-time insights from the CCA network, recognising that learning from top performers is crucial for sustained success.


This unparalleled network is dedicated to advancing future capabilities, creating a collaborative space for leaders and teams to exchange knowledge and drive excellence. With 30 years of industry leadership, CCA Global continues to set and elevate standards, spearheading advancements in customer service.


Driving progress through research

CCA’s commitment to excellence is reflected in our research efforts. In the first half of 2024, over 2,500 senior professionals engaged in CCA leadership sessions and masterclasses, shaping future strategies, and driving success.


CCA Research Council, a consortium of 100+ experienced leaders, has guided new, original research projects, delivering two reports which have informed the entire network about the latest thinking into:

1. Balancing technology and human touch
2. Optimising channel integration
3. Building workforce resilience
4. Fostering customer-centric innovation, and
5. Adapting to changing dynamics


Research Insights

The "Navigating Shifting Tides" report highlights the growing preference for digital channels while stressing the importance of maintaining high quality voice interactions. It also addresses the potential and concerns relating to AI and automation, as well as the challenges effective channel integration.


The "Digital Horizons in Customer Service" report underscores the need to balance efficiency with quality interactions, and the importance of strategic technology deployment. Together, these reports emphasise the importance of aligning technology with customer experience goals.


Supporting continual improvement

Delivering the highest standards in customer service is achievable with the proven methodologies of CCA Global Accreditation©. These standards serve as blueprints for excellence, offering strategies to minimise risk, enhance operational efficiency, improve quality, and foster innovation.


Since its inception in 2001, over 1,000 operations from leading brands have earned CCA Global Accreditation for Customer Experience©, demonstrating their commitment to exceptional service.


Earlier this year, we launched CCA Global Accreditation for Learning & Development© , aligning training with business objectives, fostering continuous improvement and professional development.


Benefits of CCA Global Accreditation©

  • Builds reputation and trust with customers, employees and stakeholders
  • Differentiates from competitors, fosters loyalty, boosting revenue and delivering clear ROI
  • Drives consistency in process, reducing errors, and increasing efficiency
  • Raises the profile of customer-facing teams across the business
  • Demonstrates commitment to customer experience from the Board to front-line teams
  • Facilitates a continuous improvement culture, retaining top talent and skills
  • Demonstrates commitment to achieving industry standards
  • Pride and achievement for teams and individuals in high quality service delivery
  • Supports improved complaint handling and other process improvements
  • Identifies key business strengths and industry-leading practices

 

CCA Inspire Programme

CCA Inspire is an interactive development programme tailored for Team Leaders and Team Managers, enhancing skills to manage hybrid teams. It has empowered over 400 emerging leaders with the expertise to thrive in today’s complex work environment. A new specialised training programme for handling challenging customer interactions equips professionals with strategies to deliver exceptional service, even in the most demanding situations.


Conclusion

The first half of 2024 has been marked by significant engagement, insightful research, and a steadfast commitment to improving customer service standards. As we move forward, we will continue to build on this momentum by developing a new framework for AI and tech implementation, providing leaders with the resources needed to implement new technologies with a customer-centric approach.


We also look forward to new opportunities for connection and engagement. Join us in Manchester for the third Leaders’ Summit of 2024 and celebrate success through CCA’s Excellence Awards and Women in Leadership Awards. Additionally, there will be new opportunities for research participation and to share insights and best practices.


The CCA Global network remains at the forefront of customer service excellence with a clear commitment and vision to shaping the future. Realising the subtle integration of human effort with technology creates a powerful and constructive collaboration that enhances productivity and innovation.


Accelerating progress can be achieved by embracing a mindset of continuous improvement.


Be part of it!