Developed with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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For more than 30 years, CCA has defined, governed and independently assessed the standards that drive customer excellence.
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Future customer contact success requires investing in resilient leaders, not just tech. Leaders must balance AI adoption and workforce transformation while supporting staff to ensure great customer experiences.
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
Developed with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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The conversation continues - What we heard
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A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
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