25 years of CCA Convention

Organised and curated by the CCA executive team, the CCA Annual Convention is a two-day conference that brings together hundreds of senior executives and customer experience experts from a wide-range of industries and sectors.

Everyone comes to learn from and be inspired by the shared wisdom and expertise presented by some of the world’s leading brands.
Offering a unique blend of insight, inspiration and expertise, CCA Convention focuses on the issues most relevant to you as a customer service champion, stimulating new thinking and inspiring action.

Sponsored by

Time for a new CX prescription?

In the digital age, powerful decision-making is vital, and organisations across all sectors are keen to take control of the nature and pace of change in their customer operations.

Reports of 'blurred vision' rather than a clear view of CX have created some confusion as to what 'good' really looks like. But customer service professionals have the opportunity to come together from across industries to share experiences, in order to accelerate progress - and of course, to avoid costly errors.

CCA's 25th Annual Convention, held at the Hilton Hotel in Glasgow on 12th and 13th November 2019, will synthesise a wide range of views, latest insights, and leading research from the very best sources in customer service to meet this challenge.

It is the only event of its kind, truly designed by industry, for industry. You can be sure of a dynamic, innovative experience over two days along with the rest of the best in customer service, and the opportunity to enhance your career and your organisation's progress in today's challenging environment.

Registration is open to everyone who has a stake in the fast-moving world of customer experience.

Don't wish you were there - register today and secure your place. You'll be in great company!

Convention Themes

The CCA 25th Annual Convention will explore three main themes

Customer First

Creating a competitive advantage

Are we doing the right things now that will allow us to continually change and evolve to meet our customers’ needs?

Do we have the right leadership and talent to take our organisations forward?

Understanding the drivers of change; is it technology? compliance? risk? or customer behaviour?

Effortless customer experience

How are today’s consumer demographics evolving?


You are here - What’s holding you back?

Not all digital solutions will be right for your organisation but how do we assess what and where to invest?

How can proactive effort through AI and technology change expectations and behaviours?

Achieving a balanced approach and knowing if, where and when to delight

Creating a digital strategy that will deliver what you need

Staying on track in an uncertain climate

Workplace & culture

A sense of purpose

The complex CX role – What do we pay? How do we train? How do we attract and how do we keep them?

Where and how do we keep the emotional connection with our customers?

Protecting brand identity

Best practice frameworks to deal with vulnerability

The agent of the future – an evolution of skills and abilities

Download the programme

Download the latest version of the convention programme

Download Now

PDF document, last updated: 08/11/2019

Keynote Presentations

We have a wide-range of Expert Keynotes by carefully selected industry experts who all have one thing in common; in-depth experience with customer service and CX strategies and operations.

In conversation with Lenny Henry

Acclaimed UK comedian, actor, writer, TV presenter, radio host and all-round Renaissance man Lenny Henry is one of Britain’s best known personalities.

He was the first British comic to make a live stand-up comedy film in the tradition of American comedians such as Steve Martin, Eddie Murphy and Robin Williams. Lenny Henry Live and Unleashed was filmed before a live audience at the Hackney Empire and went on general release throughout the UK in 1989. Three of a Kind with Lenny, Tracey Ullman and David Copperfield ran for three years on BBC TV. It introduced Lenny to larger television audiences and was followed by two series of the hugely successful Lenny Henry Show, featuring Delbert Wilkins.

Lenny Henry

Jon Mansley

Humanising the digital experience

Jon Mansley is a digital leader with over 20 years’ experience in financial services marketing across banking, personal lending, insurance, investment and protection products, both direct to consumer and business to business. He has over fifteen years’ experience of data marketing, with a more recent focus on digital transformation and integrating digital capability into customer experience.

In 2017 LV embarked on a complex digital transformation project focused on translating its customer service ethos into the digital environment. Now, just a few years on, LV is masterminding a new brand strategy focused on translating the company’s brand purpose through digital channels.

Fast-forward to 2030

Join us on a fascinating journey where all experiences, interactions and everyday life’s activities are enabled and enhanced by technology. From sensors, drones and personal avatars to driverless cars and haptic clothing, we will imagine living in a Gigabit society where human creativity and collaboration are liberated, and share an important message for all organisations.

Everyone has to be a technology company – or do they?

There was a time when the primary role of leaders at most companies was management. The technology required to do the work of a company could be bought or siloed in an “IT department,” treated more as a cost centre than a source of competitive advantage.

But now we’ve entered a period of upheaval, driven by connectivity, artificial intelligence and automation. The changes affect the world of business so profoundly – does every company need to be a tech company?

Bank to the Future …

The banking industry is undergoing one of its most significant periods of change as digital banks challenge the older established institutions with new technologies and a new mindset towards customers’ service expectations.

Like all revolutions, it is unlikely to be without a few bumps along the way. What stumbling blocks do the new specialist, digital banks need to negotiate if they are to flourish?

Inspirational Speakers

For 2019 we have invited an amazing group of speakers to share their experiences and vision for the future.

Will Hobbs
Chief Information Officer Barclays
William Montgomery
Fergus Murphy
Group Retail Director CYBG
Emma J Bell
Founder of The Global Resilience Project, Author, speaker Coach, Facilitator
Jon Mansley
Digital Director LV
Sally Fuller
Product Director Mobile & Unified Communications BT
Mark Billingham
Group Customer Operations Director Shop Direct
Simon Thompson
Chief Executive Chartered Banker
Dr Catherine Howe
Director of design, delivery and change, Cancer Research UK (CRUK)
Jimmy Barber
Chief Operating Officer, FSCS
Nicola Harvey
Chief Officer - Head of Customer & Digital Services Edinburgh City Council

Why you should attend

What to expect on the day

Expert Keynotes

We have a wide-range of Expert Keynotes by carefully selected industry experts who all have one thing in common; in-depth experience with customer service and CX strategies and operations.

Keeping it real

Find out how some of today’s leaders approach the challenges and opportunities impacting their organisation whilst being true to themselves and their values.

Round-Table Discussion – Benchmarking Club

Hosted and facilitated round-table discussions offer delegates a valuable opportunity to discuss plans and ideas with peers and industry experts.

Why attend? Learning Outcomes

Case - Take our expert’s advice on how to create a business case for securing investment

Goals - Understand the optimum blend of technology and human interaction that will work for your individual business proposition

Sharing - Hear the challenges and success of other organisations

Strategy - Get to know how to effectively build a service and CX strategy to serve you going forward

Pitfalls - Understand the pains and pitfalls that come with transforming your business

Focus - Learn to undertake a customer-centric led transformation

Network - Meet others on a similar transformation journey

How to book

All CCA Members qualify for a complimentary allocation. Early bird rates and combined discounts are available to purchase.

See the Rate Card for further details.

All passes include:

• Access to post-event video content and presentations*

• Conference brochure

• Coffee, refreshments and lunch

• Access to all round-table discussions and breakout tracks

• Complimentary invitation to networking drinks reception on 12 November

*where we have permission to share content

Who will attend

Previous delegates include;

Abtran • Advice Direct • Agilisys • Allied Bakeries • Assurant • Arvato UK and Ireland • Atos • ATOS (NS&I) • AXA Insurance • Barclays Bank • Barclays Retail Bank • Barclays Wealth • BBC • British Gas Smart Metering • Calmac Ferries • Camelot • Capita Dixons Carphone • Capita BBC Audience Services • Capita Customer Management • Capita Life & Pensions Regulated Services • Capita O2 • Chartered Banker Institute • Chelmer Housing Partnership • Cheshire East Council • Cigna • City Facilities Management • Clarion Housing • Conduit • Convergys • Co-operative Bank • Coventry Building Society • CYBG • Diageo • Dixons Carphone Group • DPD Ireland • Dudley Met • DVLA Contact Centre • DWP • Ember Services • Equiniti • ESB Networks • Etihad Airways • EWA • FEXCO • FSCS • Financial Conduct Authority • Firstsource • Gas Networks Ireland • Glory Global Solutions • Guinness • Harper Collins Publishing • HGS • Highways England • HMRC • HomeServe • HRSC • Irish Water • Islington Council • Jigsaw Homes • Journeycall • Kcom • Legal & General Retirements • Liberata UK • Lloyds Banking Group • London Borough of Richmond • MacMillan • MBNA • Mears 24/7 • Menzies • Merchants South Africa (A Dimension Data Company) • Moat Housing • Nationwide Building Society • NHS BSA • NHS 24 • NS&I • Ofcom • One Vision Housing • Orbit Group • Pearson VUE • People's Postcode Lottery • Pinnacle Connect • Plantronics • Police Scotland • RAC • RBS • RBS Group • Reading Borough Council • Register of Scotland • Sainsbury's Argos • Sainsburys Bank • Santander • Scottish Power • Scottish Water • Scottish Widows • Serco • SGN • Skipton Building Society • Sky UK • Standard Life • Student Loans Company • Sussex Police • Sykes Europe • Telefonica UK • Teleperformance • TSO • Ttech • Tesco Bank • The Contact Company• The Pensions Regulator • Three • Thurrock Council • UCAS • University of Glasgow • Vodafone Global Enterprises • Vale of Aylesbury • Vodafone Ltd • Webhelp TSC • WM Housing• Yorkshire Building Society • Your Housing Group

What have our delegates said about CCA Annual Convention?


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Gold Sponsors
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2019 Rate Card

All CCA Members qualify for a complimentary allocation.
Combined discounts are also available.

Members get 1 complimentary - Platinum Members get 2 complimentary
All prices are ex VAT


Register Now

(registration form will open on our main website, www.cca-global.com)

If you have more than 4 people who want to attend the event please get in touch to secure the package rate.

Latest convention news

News related to the upcoming convention (links will open on our main website www.cca-global.com)

Contact Us

If you have any questions for the CCA team, please use the form below to send us a message

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The Venue

The conference will held at the Hilton Hotel - Glasgow

1 William Street, Glasgow, G3 8HT, United Kingdom

Need help looking for accommodation?

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