Bringing you the latest customer service thinking for more than 25 years

12-13 November 2019, Hilton, Glasgow

At the heart of every business strategy is a desire to evolve, to be more efficient and deliver a better service. Sourcing the best intelligence and insight to make the right decisions for your organisation is a challenging task in our always on, 24/7 world.

For more than 25 years CCA Annual Convention has been bringing together experts and thought leaders to empower you to drive change and innovation in your organisation to make your service ambitions a reality.

Our carefully selected experts will share their experience and ideas on what delivers a successful customer service and CX transformation, and the real, tangible benefits that it has the potential to provide.

Offering an intelligent blend of strategic knowhow and operational excellence, this event will help you navigate through the topics top of mind including:

The role of leadership in uncertain times

Designing customer experience offerings in a digital world

Understanding customer journeys and identifying customer pain points

Re-imagining outsourcing – understanding new opportunities

Measuring what matters

A new era of customer service management

Treating vulnerable customers fairly

Managing diversity and inclusiveness

Building resilience into customer facing operations

Creating problem solving capabilities in your front-line teams

CCA Annual Convention
is for you if:

You are a Board Level Decision Maker

You are Leading or Planning a Digital Transformation

You are Excited About Change

You want to Lead by Example

What to expect on the day

Seminars by experts

We have a wide-range of keynote presentations by carefully selected industry experts who all have one thing in common; in-depth experience with customer service and CX strategies and operations.

Round-Table Discussions

Hosted and facilitated round-table discussions offer delegates a valuable opportunity to discuss with peers and industry experts on valuable transformation plans and ideas.

Access Expertise

Talk to leading technology and industry experts about what technologies and strategies can help you achieve your transformation goals.

Why attend?
Learning Outcomes


Understand the optimum blend of technology and human interaction will work for your individual business proposition.


Hear from organisations already on their way to change, their challenges and successes.


Get to know how to effectively build a service and CX strategy to serve you going forward.


Understand the pains and pitfalls that come with transforming your business.


Learn to undertake a customer-centric led transformation.


Meet others going on a transformation journey, share tips and tricks.

Making the Case

Take our expert's advice on how to create a business case for securing investment, including how to get your stakeholders on board.

How to Book

All CCA Members qualify for a complimentary allocation. Early bird rates and combined discounts are available to purchase to include our Summer Convention on 27 June at The Etihad Stadium in Manchester

Rate Card Annual Convention

Members get 1 comp - Platinum Members get 2 comps
  Early Bird Until 31 May Standard Rate
Member £500 ex VAT £699 ex VAT
Member Group Rate x4 £1700 ex VAT £2500 ex VAT
Non member £750 ex VAT £999 ex VAT
Non member Group Rate x4 £2500 ex VAT £3500 ex VAT

Season Passes

Flexible passes for those interested in attending both Summer and Annual Conventions.
Season pass for 2 £1700 ex VAT
Season pass for 4 £3500 ex VAT
Season pass for 8 £6500 ex VAT
Tickets will sell out due to phenomenal demand.

2018 Speakers


"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

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

2018 Sponsors


The conference will held at the Hilton Hotel - Glasgow

Need help looking for accommodation?