In 2005 we hosted a meeting in London and invited 30 leading customer contact centre operators to debate "Changing the Rules". The discussion challenged us to create a vision of how contact centres should be positioned within an organisation, placing the customer at the heart of the business.

Following this initial discussion, we invited a number of industry experts to present their views on "Putting the DNA of Customer Service into UK Boardrooms". The result was a selection of white paper responses, which tackled the issue from a variety of perspectives. These original papers are available to download.

Today, Industry Council is an independent source of the latest thinking, benchmarking data and thought-leadership research for senior executives working in the areas of customer service delivery and customer management. CCA Industry Council is an innovative forum where participants can explore the issues and challenges most likely to impact the delivery of service in the next 18-24 months.

Participants of this group have exclusive access to all research, benchmarking data and other outputs for a period of 3 months. This information and collateral is then distributed amongst the wider CCA network.