At the recent CCA VIP Leadership Lunch in Glasgow, held to celebrate the success and achievements of CCA Global Accreditated members, I was struck by the energy and enthusiasm in the room. While the event coincided with CCA’s Annual Excellence Awards Gala Dinner, it quickly became clear that this was far more than just a warm prelude. It became a powerful reminder of the value our members place on clarity, collaboration, and trusted standards.


Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn’t a sense of overwhelm, but one of shared purpose and mutual support.


Time and again, members spoke about the grounding and guidance they find through CCA - and in particular, the enduring value of CCA Global Accreditation for Customer Experience©.


A sense of purpose

For many, this accreditation is far more than a badge of honour. It’s a living, evolving framework that helps organisations stay focused, resilient, and aligned with the needs of both customers and colleagues. Several members reflected on how their teams actively engage with the accreditation journey, using it as a structured way to measure what matters, celebrate progress, and confidently plan their next steps.


The positivity in the room was palpable - not despite the challenges we face, but because of them. When the environment feels uncertain, the ability to benchmark, validate, and build upon recognised, trusted frameworks becomes a critical anchor.


Governance and vulnerability

Just days after the event JPMorgan Chase issued a powerful open letter warning about risks of AI adoption and governance. In a stark warning to third-party suppliers, the financial giant highlighted growing risks around the unchecked deployment of AI, revealing that most enterprise AI systems lack basic security protocols and decision transparency.


The message was clear: organisations may be deploying systems they don’t fully understand - and in doing so exposing themselves to potentially serious vulnerabilities.


Calls for greater scrutiny understanding and communication have resonance in our world of customer service. Structure before speed. Governance before hype. Confidence through credible, shared frameworks.

 

New AI & Digital Readiness Framework©

In that spirit, we’re proud to be launching the CCA AI & Digital Readiness Framework© — developed in collaboration with CCA Accredited members and strategic industry partners. This new checklist-based model is designed to help organisations benchmark readiness, identify capability gaps, and build a robust pathway for the responsible integration of AI and digital technologies in service operations.


This is just one of the many ways CCA continues to lead - not by chasing trends, but by shaping them. Through CCA Industry Council, peer forums, accreditation programmes, and our growing knowledge exchange community, we co-create insight, standards, and strategies that support sustainable and meaningful transformation.


To everyone who joined us in Glasgow - thank you. Your ideas, your openness, and your commitment to high standards are what make this community so valuable. And to those considering joining or reconnecting with us - we’d love to welcome you into these important conversations.


In an age of rapid disruption, trusted collaboration and robust frameworks aren’t just helpful  - they’re essential.