This summer we’re rewinding the clock to celebrate the stories, milestones and brilliant people who’ve been inspirational in shaping customer service and CX. Join us for 6 weeks of summer throwbacks!

 

The Power of Service as a Differentiator

This week’s CCA Rewind takes us back to the 2015 CCA Annual Convention, where journalist Daisy McAndrew sat down with Ben Page — then UK CEO of Ipsos Mori (now Global CEO) — for a sharp, no-nonsense conversation about the role of customer service in business success.

In this short interview, Ben shares his view on why great service isn’t just a support function — it’s a strategic differentiator that shapes brand reputation, customer loyalty, and competitive edge.

In a world where products can be copied and prices matched, customer experience remains one of the last true differentiators. Sound familiar? Maybe even more relevant now than in 2015.

Do you agree with Ben’s take? How has your organisation used service to stand out?

TELL US YOUR VIEWS IN THIS WEEK'S POLL

 

The Results Are In…
Last week in our CCA Rewind series, we asked: Can technology really be empathetic — or is empathy still a human domain?

Here’s how you voted:
✅ 20% said yes — tech can show real empathy
🤝 40% said it helps, but the human touch is still essential
❌ 40% said no — empathy is uniquely human

 

Have a ‘Rewind’ moment of your own? We’d love to hear the stories, lessons or milestones that still stick with you.

Tell us more HERE!