Our Vision, Our Values

We are passionate about customer service. In collaboration with our members, we develop products that assist organisations, in all sectors of the economy, embrace the value of customer contact across every communication channel. Understanding the needs of our profession and responding to the challenges of delivering a great customer experience is what matters most to CCA.

CCA Convention 16-17 November 2016 Hilton, Glasgow

Did you know that for the month of June all delegate passes for CCA Convention are available for 30% less than the normal rate!! If you know you will be attending then why not get ahead of the game and book early, saving you 's.

We are excited about this years' programme - we will challenge how organisations are responding to the digital-social-mobile demands of customers and how maturity and experience has a significant impact on service. We will also take a look at unlocking success through customer driven values.

Make sure you also secure the best rate for your accommodation at the Hilton Hotel - click here for a special CCA Convention.

For more information or to book your place contact the team or call the booking hotline on: 07470 224467.

Excellence Awards 2016

Each year in November, individuals and teams who have achieved extraordinary success or shown extraordinary leadership, passion and commitment, are recognised through the Excellence Awards programme, at the prestigious social events which form part of CCA's Annual Convention.

This year's Convention takes place on 16th-17th November at the Hilton Hotel, Glasgow

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Upcoming events

June 2016


Hosted by Etihad in Manchester.

This forum will look specifically at the challenges being faced around digital transformation. How are organisations responding to the digital challenge? How does this impact the front-line? What is the role of digital in delivering great customer service? 

Download the agenda here

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July 2016


Webinar: 5 July 2016

This session will be led by CCA, CEO Anne Marie Forsyth who will be joined by leading technology expert, Todd Enders, Senior Director of Product Marketing for Service Cloud at Salesforce. Join our webinar to learn more about how you can differentiate your business on customer experience and engage with your customers in entirely new ways.

This webinar is part of CCA’s programme on Digital, Social, Mobile to be launched in Glasgow at CCA Annual Convention on 16-17 November 2016.

To register for the webinar click here.


Hosted by Hays

This event will address critical issues facing public sector organisations and offer insight on practical concepts including:

  • Redefining customer service standards – a unique ‘for industry, by industry’ toolkit designed to ground best practice and support transformation
  • How to get the right workforce with the right skills and training to support your service delivery
  • Using digital channels and technology to fast-track service improvements
  • Building truly customer-centric service
  • Leapfrog legacy by making the right investments

Download the agenda here.


This event will bring the latest insights from CCA's Partnership Network offering the latest insights, future trends and case studies to help organisations shape their future customer experience. Topics covered will include: 

  • BPO Partnerships - State of the Industry
  • Winning Partnerships in Action
  • Rise of the Digital Front-Line: Service in the Digital Age
  • The Future is Mobile
  • Are you listening? How can analytics offer you the true voice of customer?
  • Customer loyalty - Fact or Fiction?

Download the agenda here.

August 2016


Hosted by NS&I, Glasgow

This event will showcase leading examples of customer service excellence and include an interactive session at the CX-Lab.

Find out more in our events section

The Digital Advantage

CCA Global and ITN Productions Cross The Digital Divide

Watch the preview video


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