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!

 

Frontline Voices on the Future of Service

This week’s CCA Rewind takes us back to CCA Convention 2017, where Ola Clark and Carla Savelli (then customer service advisors at Atos) took the stage to share what working at the front line of customer service really looks like.

In this candid and inspiring session, Ola and Carla reflect on the reality of handling complex, multi-channel interactions and what great service means from their perspective on the ground.

Fast forward to today, and both have taken their CX journeys even further — Ola is now Digital Experiences Manager at Avanade, and Carla is Partner Relationship Manager at Opencast.

This week, we want to know: In your view, what’s the biggest challenge facing frontline service teams today?

TELL US YOUR VIEWS IN THIS WEEK'S POLL

 

The Results Are In…

Last week we asked: “Would you say customer service and experience is more valued in your organisation today than ten years ago?”

✔️ 67% said yes, it’s more valued than ever
❌ 33% said no, still room to grow

One thoughtful response summed it up: “It was always high on the agenda, but now it spans the full spectrum; contact centre, back office, field ops. People get the importance of it. We all own the customer.” 

 

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!