14-15 November 2018, Hilton, Glasgow


For almost 25 years CCA Annual Convention has been the critical voice of our market place providing cutting-edge thought-leadership, proven strategies and leading examples of innovation and success. More than 15,000 delegates have benefited from participating in this ground-breaking event creating new mind-sets, new approaches and new service propositions for customers.

Our future world today will support you and your brand to make informed decisions about where to invest, how to learn from others who are succeeding, what questions to ask when building your future and what clear choices you need to make to succeed.


Confirmed Speakers

Highlights from last year

"Highly relevant topics and presenters who were experts in their subject matter and who could share in simple language their experience, learning and opportunities presented."
Head of Operations, CYBG
"You really got an amazing attendee list and engagement. I loved the questions, the energy and the thoughtful and provocative discussion. Unstoppable CCA. Congratulations on a fabulous event and generating the best sort of conversations"
Director, Vodafone
"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
"Great topics, very focused and delivered by highly qualified and experienced presenters."
Business Development Director, Capita
"One of the best conferences that I have attended, based on presentations, discussions and the variety of delegates."
Customer Experience Manager, Assurant
"Hugely beneficial event with lots of insights and engagement with members. Very worthwhile."
Quality and Change Manager, Fexco

Previous Speakers

Anne Marie Forsyth

Chief Executive

David Holmes

Head of Sales Operations

Ian Black

Head of Customer Service
Coventry Building Society

Ben Page

Chief Executive, Ipsos MORI

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

William Montgomery


Chet Chauhan

VP Product Management, Salesforce

Pam Heslop

Head of Customer Support Operations, Lloyds Banking Group

Laura Irvine

Partner and Solicitor Advocate, BTO Solicitors LLP

Julie Howe

Quality Assurance Manager, Journeycall

Ola Clark & Carla Savelli

Customer Centric Design Analysts, Atos

Claire Davey


Daniel Liu Yin


Steve Benton


Simon West

Director of Alliances, Twilio

Alex Ayers

Sales Director, Gamma Network Solutions

Mike Baker CBE

Director Personal Tax Operations, HMRC

Lesley Heaney

Head of Consumer Service, Telefónica UK

Christine Nunn

Head of Service Improvement, Student Loans Company

Mark Bloom

Sr. Director, Strategy and Operations, Salesforce

Rich Alvis

Director of Customer Service & Quality, HarperCollins

Paula Kennedy

Vice President, Global Account Management, Convergys

Chris Stroud

Director Customer Management, Sainsbury's Argos

James Leech

Head of Digital Contact, Technology & Innovation, Sainsbury's Argos

Steve Fearon

Applications for Offices of Finance, Supply Chain & HR, Oracle

Mark Walton

Vice President – Europe, Arise Virtual Solutions

Paul Watson

Business Manager, Barclays Global Contact Centres, Barclays

Nicola Collister

CEO, Custerian

Luis Lemus

Global Customer Engagement Director, Plantronics

Who Will Attend

Previous delegates include;

Abtran • Advice Direct • Agilisys • Allied Bakeries • Assurant • Arvato UK and Ireland • Atos • ATOS (NS&I) • AXA Insurance • Barclays Bank • Barclays Retail Bank • Barclays Wealth • BBC • British Gas Smart Metering • Calmac Ferries • Camelot • Capita Dixons Carphone • Capita BBC Audience Services • Capita Customer Management • Capita Life & Pensions Regulated Services • Capita O2 • Chartered Banker Institute • Chelmer Housing Partnership • Cheshire East Council • Cigna • City Facilities Management • Clarion Housing • Conduit • Convergys • Co-operative Bank • Coventry Building Society • CYBG • Diageo • Dixons Carphone Group • DPD Ireland • Dudley Met • DVLA Contact Centre • DWP • Ember Services • Equiniti • ESB Networks • Etihad Airways • EWA • FEXCO • FSCS • Financial Conduct Authority • Firstsource • Gas Networks Ireland • Glory Global Solutions • Guinness • Harper Collins Publishing • HGS • Highways England • HMRC • HomeServe • HRSC • Irish Water • Islington Council • Jigsaw Homes • Journeycall • Kcom • Legal & General Retirements • Liberata UK • Lloyds Banking Group • London Borough of Richmond • MacMillan • MBNA • Mears 24/7 • Menzies • Merchants South Africa (A Dimension Data Company) • Moat Housing • Nationwide Building Society • NHS BSA • NHS 24 • NS&I • Ofcom • One Vision Housing • Orbit Group • Pearson VUE • People's Postcode Lottery • Pinnacle Connect • Plantronics • Police Scotland • RAC • RBS • RBS Group • Reading Borough Council • Register of Scotland • Sainsbury's Argos • Sainsburys Bank • Santander • Scottish Power • Scottish Water • Scottish Widows • Serco • SGN • Skipton Building Society • Sky UK • Standard Life • Student Loans Company • Sussex Police • Sykes Europe • Telefonica UK • Teleperformance • TSO • Ttech • Tesco Bank • The Contact Company• The Pensions Regulator • Three • Thurrock Council • UCAS • University of Glasgow • Vodafone Global Enterprises • Vale of Aylesbury • Vodafone Ltd • Webhelp TSC • WM Housing• Yorkshire Building Society • Your Housing Group

Book Now

IC/Accredited 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
* Can only be sold with an accompanying 2 day delegate pass for CCA Annual Convention
** A corporate table seating 10 people can only be secured for the gala dinner by booking 2 x 2 day delegate passes for CCA Annual Convention

Registration Form


Platinum Sponsor

  • Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for seven years in a row. For information, please visit www.salesforce.com.

Gold Sponsors

  • gobeyond are a practioner led Digital and Transformation solutions service provider. We advise, design, test and deliver end-to-end services across all elements of Customer Experience Management. We support clients with CX Strategy, Journey Design, Operating Model, Service Improvement, Multi-channel Operations, Digital Solutions, and Artificial Intelligence. We have a unique and differentiated capability to explore all aspects of change through our Model Office and Lab environments. Using our proprietary Discovery Methodologies we can deliver balanced,  pragmatic and scalable service improvement for customers and colleagues by getting the best out of the latest technology innovations.

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

  • Twilio's mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their 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. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software.

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

Silver Sponsors

  • Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based enablement platform connects companies seeking outsourced BPO solutions to a nationwide network of virtual service providers.  Built to scale, Arise provides a superior solution for innovative enterprises from startups to Fortune 500 companies. 

    To learn more about Arise Virtual Solutions Inc., please visit https://www.arise.com.

  • Coveo makes business personal. As the pioneers of cloud-based AI-powered search & recommendations, Coveo is dedicated to helping organizations deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every interaction.

    Find out more at https://www.coveo.com/en.

  • Cyara is the world's leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and increase quality across digital and voice channels. With Cyara, enterprises accelerate CX development and assure customer journeys end-to-end. The Cyara Platform supports the broadest CX assurance needs design, through functional and regression testing to performance testing and production monitoring. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit www.cyara.com, or connect with Cyara on LinkedInTwitterFacebookYouTube, or Instagram.

  • Fexco serves some of the world’s biggest brands across multiple industries, predominantly in the payments and foreign exchange sectors, through a wide range of innovative products and services including; Dynamic Currency Conversion (DCC), Multi Currency Pricing (MCP), Tax Free Shopping and Retail FX. Fexco also offers bespoke Managed Business Solutions and Outsourcing services as well as a full suite of payment management solutions through its Corporate Payments business.

    For more information, please visit: www.fexco.com.

  • NewVoiceMedia is a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more. Its platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into Salesforce for full access to hard-won data. For more information, please visit: www.newvoicemedia.com.

  • 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/

    Support Partner

  • With more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

    Customers worldwide rely on Oracle's complete, modern, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enterprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle's solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds.

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

    Digital Sponsor

  • We are a beautiful blend of digital professionals and personalities who have a passion for working in arts, culture, events, education and e-commerce with a clear commercial understanding. From strategy to design and development, websites to digital products and marketing, our interests are vast and varied.

    After Digital has almost two decades of experience working with Arts, Culture & Attraction organisations around the world and are considered globally as one of the leading agencies in that space.   Our footprint is truly global, we are currently working with companies such as Honolulu Museum of Art, Milwaukee Zoo, Dulwich Picture and the Amber Gallery.

    We have vast experience across the private sector which has allowed us to amass a wealth of transferable skills and knowledge that combined with our understanding of their sector can be an extremely effective mix, allowing us to deliver ROI.

    We are small but significant. We have no desire to be the largest agency in the world. We’d rather do amazing work within our capacity and plan for the future. This means we can push the boundaries of creativity and technology with clients we want to work with, whilst maintaining a company culture we can all be proud of.

    We are an agency powered by people. And, each individual brings something more than their discipline to the mix, with their unique character and life experience. 

    Networking Sponsor

  • At Scottish Development International (SDI) we’re all about discovery: helping ambitious businesses like yours discover new business opportunities, markets and ventures in Scotland.

    From technology and financial services to life sciences and renewables, we’ve helped over 5,000 inward investors realise their ambitions in Scotland.

    We’ll connect you with the right people, in the right place and at the right time


The conference will held at the Hilton Hotel - Glasgow.