The first CCA Industry Council session of 2025 will commence the work on the new future scenarios programme that will run through the year designed specifically to support you as a customer service and CX strategy leader. 
 
CCA Futures - AI and Beyond: Shaping the Future of Customer Service and CX to 2030 programme goes beyond just technology. This forum is designed to help organisations anticipate and navigate the broader shifts that will shape the future of customer service and experience. Participants will explore not only the impact of AI and automation but also the evolving expectations of customers, changing societal trends, and new business models. 
 
Session 1: The Future of Work
In this session we will hear from:
  • Lloyds Banking Group/Scottish Widows as our host on their future service and experience ambitions and strategies
  • PA Consulting who will be the key facilitators for the future scenario programme will take us through the critical elements anticipated to be the trends shaping how we work
  • Matt Coughlin, founder and CEO from XSELL will offer a glimpse into what the future agent might look like, harnessing artificial intelligence for real-time assistance to exceed customers’ expectations and deliver top performer experiences. 
 
CCA Industry Council is a leading force in shaping the future of customer service and experience (CX). This dynamic forum brings together over 40 brands, providing senior professionals with a platform to navigate shared challenges, gain fresh insights, and collectively elevate the standards of customer service leadership.

Hosted and facilitated by CCA Executive Chair, Anne Marie Forsyth, the Council's programme examines the critical factors impacting future service and CX, fostering a rich environment for innovation and growth.
 

The full agenda of this session will be confirmed in due course.