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!
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
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
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.
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.
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.
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?
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?
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.
Find out how some of today’s leaders approach the challenges and opportunities impacting their organisation whilst being true to themselves and their values.
Hosted and facilitated round-table discussions offer delegates a valuable opportunity to discuss plans and ideas with peers and industry experts.
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
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.
• 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
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
"Highly relevant topics and presenters who were experts in their subject matter and who could share in simple language their experience, learning and opportunities presented."
"You really got an amazing attendee list and engagement. I loved the questions, the energy and the thoughtful and provocative discussion. Unstoppable CCA. Congratulations on a fabulous event and generating the best sort of conversations"
"It was a fast paced, interesting day sharing industry standards and updates, teamed with the opportunity to network with like-minded colleagues."
"Great topics, very focused and delivered by highly qualified and experienced presenters."
"One of the best conferences that I have attended, based on presentations, discussions and the variety of delegates."
"Hugely beneficial event with lots of insights and engagement with members. Very worthwhile."
Members get 1 complimentary - Platinum Members get 2 complimentary
All prices are ex VAT
CCA are delighted to announce the chosen charity for 2019's Gala Dinner and Excellence Awards Ceremony: Macmillan Cancer Support
If you have any questions for the CCA team, please use the form below to send us a message
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