‘The future is all around us - it’s just not evenly distributed.’


This was one of the truths discussed by CCA’s influential thought leadership council, in their closing session of 2024 earlier this week.


The session saw the launch of a new and significant partnership with PA Consulting, who will be working with the group to derive a set of scenarios about the future of customer service to 2030.


Leading brands across all sectors, private and public, acknowledged the need to work together to ensure service is not compromised during the period of transition to a more digital and automated world.


They also acknowledged that the future of service is at a crossroads, with much more uncertainty, significantly more customer hardship, and real cost pressures to serve, all in a fast-paced digital world demanding instant response.


The group will look at those current societal, economic and demographic factors which influence investment choices today and in the future.


The availability of exciting new technologies unquestionably provides a significant opportunity, however many leading brands are challenged with legacy systems, which make optimum integration difficult.

 

  • As our population ages will we need to factor in greater personalisation?
  • As machines learn cumulatively to a greater depth, will their understanding eventually be able to completely replicate human customer service?
  • If so, what are the considerations for a workforce in a service sector dependence environment?
  • How is leadership changing as we move towards a less centralised and more digital offering?
  • Is the voice of customer being heard across increasingly disparate communication channels?
  • How should organisations consider digital exclusion and other societal issues such as loneliness and disabilities in their service strategies?
  • How can organisations engender and improve trust to new generations who seem less attracted to loyalty?


These and many more issues were discussed at length and summary outputs will form the platform for this ambitious project which kicks off in earnest in Q1 2025.


To register your organisation’s interest in participating in this transformative programme, please submit your application by 15 January 2025.


This is your opportunity to be part of a groundbreaking initiative that will shape the future of customer service. Don't miss out!