How will customer service be remodelled as a consequence of pandemic disruption?
Today, CCA Global launched new research focused on how customer service will be remodelled as a consequence of pandemic disruption.
The report suggests that elements of service as we know it will be permanently changed. Organisations across all sectors of the economy and public sector are grappling with new working models, altered customer expectations, greater digitalisation and an agitated workforce.
The CCA network* has worked together to create a series of scenarios to help with short and medium term planning. Whilst each brand has bespoke strategies there is a significant agenda common to all helping to re-imagine the future and importance of customer service to benefit customers and employees alike as we work through these difficult times.
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 is 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.”
I'm delighted to be hosting a session to share summary outputs from CCA analysis from 2020/21 with a roadmap for the year ahead. We warmly invite decision makers and stakeholders from all sectors to join us on 7th February for a short industry briefing - you will be in good company! Please register HERE."
The report was produced with programme partners HGS and Oracle along with industry experts, academics and practitioners.
Chapter 1: A Matter of Perspective - Shifting Customer Expectations
Chapter 2: ICYMI Our World of Work is Changing
Chapter 3: Let's Talk Leadership
Chapter 4: #Reset - Customer Service to 2025
T: + 44 141 564 9010
Notes to Editors:
Applications are open to businesses interested in participating in CCA's Futures Programme for 2022. Costs and further information can be provided by emailing email@example.com
CCA Global is the heart of the customer service and CX community; a community that is designed to be collaborative by default, sharing knowledge and inspiring curious minds to deliver customer service excellence.
CCA's community of customer service and CX leaders meet regularly to challenge norms, discuss best practice, and critically, produce new thinking on future customer service strategies for brands in public and private sectors, large and small.
CCA Global is the provider of choice for many organisations seeking support with big picture, organisational problem solving. We help think about business in a whole new way, bringing a fresh perspective to longstanding challenges and help envision a new way forward. Often, we provide reassurance around business planning, customer behaviours, service excellence and future planning.
Our objective is to build on your strengths to ensure organisation thrives and is equipped to address common industry challenges through a unique collaborative peer network.
For further information visit www.cca-global.com
Visit https://hgs.cx/ to learn how HGS transforms customer experiences and builds businesses for the future.
Ready to dive into the Experience Economy? Visit Oracle Cloud for Service
* Which brands in the CCA Network were involved in the project?
Since February 2021, the CCA network has been working tirelessly with more than 200 senior executives from over 70 leading service and CX brands across the UK & Ireland, collaborating, consulting and challenging what future service and CX will be as we work towards 2025. Brands involved include:
Bank of Ireland
Bank of New Zealand
Bought by Many
Chelmer Housing Trust
Copart UK Ltd
Coventry Building Society
Energy Savings Trust
Gas Networks Ireland
Glory Global Solutions
Legal & General
Lloyds Banking Group
Nationwide Building Society
NHS Business Services Authority
Paragon Banking Group
Skipton Building Society
Standard Life Assurance, part of the Phoenix Group
The Very Group
University of Strathclyde