Today, CCA Global launched new research focused on looking at customer service beyond the pandemic in 2021. 

A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical learnings as businesses responded to Covid-19. 

The report considers the implications of the pandemic for customer experience professionals in the short and longer term, helping to re-imagine the future and importance of customer service to benefit customers and employees alike as we work through these difficult times. 

Through 2021 work will commence with the major players and influencers across 40+ recognised leading brands in all sectors to build a set of future scenarios. The outputs from this programme (launched later this year) will deliver a perspective of service and CX in 2025 and offer a set of concepts for individual businesses to use for their own benefit and strategy planning.

CCA CEO, Anne Marie Forsyth commented, “The businesses in the CCA network have been working tirelessly through incredibly challenging times to ensure they continue to provide the best service possible for customers. Many lessons have been learned and the next step in the journey is about harnessing the fast-tracked learning, keeping what works and quickly dropping what doesn’t. 

“This report captures the intelligence from literally hundreds of conversations, surveys, and discussions with the senior leaders in our network summarising the critical insights to best build for the future. 

“Our future scenarios programme will be a pivotal piece of work to help businesses make the best and most informed decisions about their imminent strategies as we emerge from the pandemic to a new future.”