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