CCA Customer Experience Council cca_industry_logo2_opt

 

A forum for measuring and improving customer experience

 
What is it?

CCA Customer Experience Council brings together leaders in customer experience research and contact centre management to identify, explore and assess the best tools and techniques for raising customer satisfaction. These activities help bridge the gap between those who carry out the research and those responsible for reacting to the results by supporting the implementation of real and lasting change in contact centre operations.

We recognise that customer experience management is both an art and a science. More and more methods for assessing experience are being used – quality assurance, qualitative and quantitative research, IVR and online surveys and voice analytics. More measures of customer perceptions are available too – customer satisfaction, Net Promoter Score, consumer trust, customer engagement, intention to purchase etc. The range of methodologies and measures will likely continue to fragment, placing greater emphasis on the skills and judgement of research and managerial executives to work together to improve customer experience.

 

 

Now, more than ever, is the need for organisations to drive improvements that will make a real difference for the customer.

 

 

What are the benefits of joining CCA Customer Experience Council?

 

•  Understand how your organisation is performing against others - take part in a bi-annual benchmarking programme covering over 50 data points including call handling, customer experience standards and methodologies
•  Understand how your organisation is performing against others - take part in a bi-annual benchmarking programme covering over 50 data points including call handling, customer experience standards and methodologies
•  Build expertise and knowledge in the field of customer experience and learn new techniques and approaches for customer experience - understand what is out there and be aware of the pros and cons of new measures
•  Work with leading brands to understand what and why we measure and the impact it can have on your operation
•  Build and review your strategy - Contrast, affirm and challenge what you currently do
•  Gain access to an Online Knowledge base highlighting group outcomes and key learnings to share with your teams
•  Participate in case study presentations and share through qualitative discussions
•  Recognition – take part in an annual awards programme to recognise improvements and transformation in Customer Experience

 

 

There are no ‘silver bullets’ in customer experience management, but rather a constant evolution of ideas and approaches

 

 

How can you be part of it?


CCA Customer Experience Council is supported by a quarterly programme of professionally facilitated sessions supporting a collaborative approach to learning with peers. Be part of Customer Experience Council and help raise the standard of customer experience in the UK.

 

If you would like to take part in CCA Customer Experience Council please contact: Sharon Johnston tel: 0141 564 9010 or email: sharon.johnston@cca-global.com