CCA CONVENTION, GALA DINNER & AWARDS

15-16 November 2017 - Hilton Glasgow

Debating and learning from like-minded colleagues and peers is not only important but often invaluable in helping us make the best and most informed decisions for our businesses.

TESTIMONIALS CONTRIBUTORS AGENDA WHO WILL ATTEND REGISTER NOW SPONSORS VENUE

Delegate Testimonials

"I loved the Dragon's Den approach - allowed a sales pitch to the audience while not feeling like a sales pitch and giving some invaluable information."
Business Development Director, Arvato UK & Ireland
"It was great to have so many good speakers which connected to help me shape the direction for my organisation in the coming years."
Head of Contact, Sussex Police
"There was so much energy, passion and enthusiasm in the room for something we all do every day of our working lives - providing a great experience for our customers and our people."
Head of Contact Centre Service, Clydesdale & Yorkshire Banks
"Highly relevant topics and presenters who are experts in their subject matter and who could share in simple language their experience and learning and opportunities presented."
Head of Operations, CYBG
"It was a fast paced, interesting day sharing industry standards and updates, teamed with the opportunity to network with like-minded colleagues."
Customer Service Manager, HomeServe

2017 Contributors

Kaye Adams

TV Presenter and Radio Host

Greg Reed

Chief Executive Officer, HomeServe Membership

Leon Smith

Captain of GB Davis Cup Team

Kate Mollinson

CBT Therapist, NHS 24

Maureen McIntosh

Head of Customer Experience, SGN

Dr Liberty Vittert

Mitchell Lecturer, University of Glasgow

Sally Fuller

Product Director, Vodafone Global Enterprise

Jules Collins

Head of Call Centres, Nationwide Building Society

Agenda

Schedule & timings coming soon!

2016 Speakers

Liz Barclay

Chair of CCA Standard Council

Matthew Poyiadgi

Vice President EMEA, Pearson VUE

Simon Separghan

MD, Global Contact & Digital Channels, Barclays

Danielle MacLeod

Customer Service Director, Sky

Chet Chauhan

VP Product Management, Salesforce

Darryl Beckford

Head of Digital Acceleration, KCOM

Toby Wickenden

Head of Customer Contact Consultancy, Vodafone

Sophie Dekkers

UK Country Director, Easyjet

Ben Page

CEO, Ipsos MORI

Ian O’Doherty

Chief Executive, MBNA

Louise Beardmore

Customer Service Director, United Utilities

Mike Barnard

Executive Director, Capita

Mark Gait

Head of Customer Service, O2

Amanda Craig

Head of Strategy Innovation and Development, Atos

Kevin McGuire

Senior Operations Manager, Scottish Widows

Richard Kenny

Head of Global Contact Centre and Alliance Marketing, Plantronics

Paula Kennedy

VP Global Account Management, Convergys

Joanne Webber

Partner Commercial Relationship Manager, Npower

Ken Wheeler

Vice President, EMEA, Arise Virtual Solutions

Matt Bateson

Customer Experience Director, Oracle

Darren Frost

Head of Service Development, Home Retail Group

Arceeb Moughal

Director of Commercial, Kura

Rick Sturge

Executive VP, Firstsource

Collette Flattery

Head of CSC, Orbit Housing

Steve Plummer

Head of Delivery, After Digital

Cat Leaver

Head of Strategy, After Digital

Helen Murray

Chief Customer Solutions Officer, Webhelp

Natalie O’Donnell

Operations Manager, Tesco Bank

Ros Taylor

Psychologist and Author, Ros Taylor Company

Gala Dinner and Awards

CCA Excellence Awards will be hosted at the CCA Gala Dinner in Glasgow on 16 November 2017.

It is the most prestigious awards ceremony in the customer service and contact centre profession. The coveted awards highlight the achievements of individuals and companies throughout the industry, and bring together peers in mutual celebration.
Winning can positively impact reputation and morale across the team and wider organisation - that's why CCA Excellence Awards is the No. 1 aspirational programme for many organisations


Who Will Attend

Previous delegates include;

Aberdeen City Council • ACCA • Adactus Housing Group • Advice Direct • After Digital • Agilisys • AIG Insurance • AproCS • Arise Virtual Solutions • Arvato UK and Ireland • Ascensos • Atos • ATOS (NS&I) • Barclays Bank • Barclays Retail Bank • Barclays Wealth • BBC • British Gas Smart Metering • Calmac Ferries • Capita Dixons Carphone • Capita BBC Audience Services • Capita Customer Management • Capita Life & Pensions Regulated Services • Capita O2 • Chelmer Housing Partnership • Cheshire East Council • City Facilities Management • Convergys • Co-operative Bank • Coventry Building Society • CPM UK • Custerian • CYBG • Dacarnie • Diageo • Dixons Carphone Group • DPD Ireland • DVLA Contact Centre • DWP • Easyjet • Ember Services • Equiniti • ESB Networks • Etihad Airways • FEXCO • Financial Conduct Authority • Findel Education • Firstsource • Gas Networks Ireland • GAVI Alliance • Glasgow Caledonian University • Glory Global Solutions • Halifax General Insurance • Harper Collins Publishing • HMRC • HomeServe • HRSC • ICON Communication Centres • Indigo Lighthouse Solutions Europe • Intradiem • Invest Northern Ireland • Irish Water • JB Global • Journeycall • Kcom • KNOWHOW • KURA • Legal & General Retirements • Liberata UK • Liverpool Victoria • Lloyds Banking Group • Marks & Spencer • MBNA • Merchants South Africa (A Dimension Data Company) • Nationwide Building Society • NFU Mutual • NHS 24 • nPower • NS&I • Open Text • Oracle • Orbit Group • Panviva Pty • Parseq • Pearson VUE • People's Postcode Lottery • Pindrop • Plantronics • Police Scotland • QPC • RAC • RBS • RBS Group • Sainsbury's Argos • Sainsburys Bank • Salesforce • SalesSense • Samsung • Santander • Scottish Power • Scottish Widows • Search Consultancy • Servion Global Solutions • SGN • Shop Direct Group • Sky UK • Standard Life • Stellar Europe LLC • Student Loans Company • Sussex Police • Sykes Europe -Telefonica UK • TeleTech • Ten • Tesco Bank • Tesco Mobile • The Pensions Regulator • This is Ape • United Utilities • Virgin Atlantic • Virgin Money • Vodafone Global Enterprises • Vodafone Ltd • Voxpro • Webhelp TSC • Wheatley Group • WorldPay

Book Now

IC/Accred Member Non Member Supplier
2 Day pass £699 +VAT £749 +VAT £999 +VAT £1495 +VAT
Gala Dinner - Individual £229 +VAT £229 +VAT £329 +VAT £499 +VAT
Corporate Table for 10 £2295 +VAT £2295 +VAT £3995 +VAT £4995 +VAT

There are preferential rates available for accommodation at the venue until 3rd October – Click here to book.

Register now for the event:

Sponsors

Platinum Partner

Salesforce, the world’s #1 CRM company and Customer Success Platform, empowers companies to connect with their customers in a whole new way, run their business from their phones, create 1-to-1 customer journeys and make smarter, more predictive decisions from anywhere in real time.

The Customer Success Platform provides ground-breaking cloud services for sales, service, marketing, community, analytics, apps and the Internet of Things. Salesforce is the fastest growing top 10 software company in the world and has been ranked as one of the World’s Most Innovative Company by Forbes for five years in a row.

For more information, please visit https://www.salesforce.com/uk/?ir=1

Gold Partner

Silver Partners

Twilio powers the future of business communications. Enabling phones, VoIP, and messaging to be embedded into web, desktop, and mobile software.

We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. As your app's usage scales up or down, Twilio automatically scales with you. You only pay for what you use - no contracts, no shenanigans.

For more information, please visit https://www.twilio.com/

For more information, please visit https://www.ringcentral.co.uk

Gamma is a tier 1 provider of business voice, data, mobile and cloud services, either fully converged or integrated and delivered in a transparent managed services relationship.

Unlike many providers, we’re not beholden to costly legacy assets. We are next generation in our thinking and our network.

We focus on availability, reliability and quality of our network and platforms that underpin our solutions, whatever the challenge. All designed to help remove cost and complexity from communications infrastructures.

Customers remain in control of their communications estates whilst relying on the Gamma network and support of knowledgeable and responsive customer advocates.

For more information, visit https://www.gamma.co.uk/.

Exhibitors

For more information, please visit https://www.injixo.com/uk

Headline Gala Dinner Partner

Plantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, please visit http://www.plantronics.com/uk/

Excellence Awards Headline Sponsor

Salesforce, the world’s #1 CRM company and Customer Success Platform, empowers companies to connect with their customers in a whole new way, run their business from their phones, create 1-to-1 customer journeys and make smarter, more predictive decisions from anywhere in real time.

The Customer Success Platform provides ground-breaking cloud services for sales, service, marketing, community, analytics, apps and the Internet of Things. Salesforce is the fastest growing top 10 software company in the world and has been ranked as one of the World’s Most Innovative Company by Forbes for five years in a row.

For more information, please visit https://www.salesforce.com/uk/?ir=1

Digital Partner

After Digital is an award-winning digital agency with over 19 years’ experience in delivering innovative digital solutions including: strategy and transformation consultation; UX & responsive web design and development; content strategy; SEO management; social media; PPC and online display advertising. For more information, please visit www.afterdigital.co.uk.


Partner Testimonials

John Hernandez COO & SVP Service Cloud, Salesforce
PLATINUM PARTNER

Toby Wickenden, Head of Customer Contact Consultancy, Vodafone
PLATINUM PARTNER



Venue

The conference will held at the Glasgow Hilton. There are preferential rates available for accommodation at the venue until 3rd October – Click here to book.