SOME NEW AND CHANGING FACES AT CCA

We’re delighted to announce involvement from some new participants and some changes with long-standing colleagues in our many initiatives at CCA. We very much welcome the support and input from our growing network of experts to ensure the focus of our agenda continues to be committed to improving customer service excellence.

Please get in touch if you would like further information on how you can become involved in the initiatives outlined below. E-mail: pauline.cochrane@cca-global.com

CCA INDUSTRY COUNCIL – NEW CHAIRPERSON FOR 2010

From April 2010, Cheryl Black, Customer Service Director at Telefónica O2, will take over the mantle as Chair of CCA Industry Council from incumbent Steve Pollock, Head of Audiences & Marketing at BBC Trust. Steve has done a sterling job over the last 18 months in driving forward the group’s futures agenda and will hand over the reins to Cheryl at the group’s next leadership forum on 22 April in Manchester.

Cheryl commented, “I’m delighted to be taking on the role of Chair for CCA Industry Council. I’ve been involved with the group for more than two years now and the richness of the discussions and quality of the research outputs has grown from strength to strength. My ambition is that we continue to challenge our current thinking on customer service delivery and support this with quality research that tests and questions current models to ensure we are well prepared for the future.”

Cheryl's biog.....

CCA STANDARDS COUNCIL – COMMITTED TO RAISING STANDARDS

Rob Pike, former Director of Operations, Europe & Middle East at RBS, has been at the helm as Chair of CCA Standards Council for more than a year now. The Council are currently working towards delivering V5 of CCA Global Standard© that will be launched in June 2010, with a focus on best practice across multi-channels.

Rob has been busy growing the reach of the Standards Council by engaging with other professional bodies in other sectors and we’re delighted to now have some new recruits to help support our aim of improving customer service. Rob commented, “I’m delighted that we now have such a breadth of expertise and knowledge to bring to the continual development of our customer service standard. It is so important to engage with the wider market outside of customer contact, to ensure that the customer is always placed at the heart of what we do – particularly when the market is as mature as the UK. Our Standard© reflects and supports that maturity and is not simply a ‘tick box’ exercise which is all that many standards offer. I look forward to working with the Council in the coming year to launch Version 5 to the market and to oversee its ongoing development.”

Rob’s biog.....

         • Simon Thompson, Chief Executive, Chartered Institute of Bankers for Scotland
         • Tamsin Mills, Director of Training Services, Chartered Insurance Institute
         • Susan De Mont, Head of Department Triage, Risk, Analysis, Contact and Coordination, Financial Services Authority
         • Shahid Rahman, Policy Advisor, British Bankers Association
         • Tony Evans, Head of Compliance, Lloyds Banking Group

Click here to view their biog's.....

CCA CUSTOMER EXPERIENCE COUNCIL – BREAKING THE MEASUREMENT MOULD

CCA Customer Experience Council has been in place for almost nine months. Now extending beyond its pilot phase, the group has some new members with more than 25 organisations now focused on challenging the current methods for measuring customer satisfaction and customer experience.

Chaired by John Ashworth, Insight Manager at Tesco, the Customer Experience Council will be exploring new methods and techniques for understanding what customers truly think of their interactions with businesses. A key activity for the group is benchmarking customer satisfaction data to compare experience across the various businesses and sectors involved. John commented, “Working with the Customer Experience Council has provided invaluable information and insight into both customer satisfaction and operational performance levels for our business. We hope other members of CCA join the programme so we can benchmark by sector.”

John’s biog.....

CCA GLOBAL CONVENTION – 16 & 17 November 2010, Glasgow

We’re pleased to announce that the Chair of CCA Global Convention in 2010 is Ben Page, Chief Executive, Ipsos Mori. With a wealth of customer insight through extensive research and from public opinion polls, Ben will be in a position to offer the customer’s viewpoint during the event’s discussions.

He commented, “I’m delighted to be involved with this leading customer service event. We’re pleased to be partnered with CCA in furthering thinking in this important area. Our research shows that customer service is the key criterion people use to judge companies, more important even than the company’s honesty and integrity or the quality of its products and services. The convention provides a fantastic opportunity to discuss and debate issues to improve understanding of customer needs for the future”

Ben, described by the Guardian newspaper as one of the “100 most influential people in the public sector” is a frequent writer and speaker on leadership and performance management, makes regular media appearances and has directed hundreds of surveys examining service delivery, customer care and communications. Although Ben is best known for his political insight, and will be in much demand during this, a likely election, year, he is equally at home commentating on the public and private sector which positions him perfectly as Chair for convention.

Ben’s biog.....

For more information on the Convention click here.