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!

 

CX Priorities: Then and Now - A Decade of Perspective

This week in CCA Rewind, we’re heading back to 2015, where a group of visionary CX leaders shared their thoughts on what really matters in customer and citizen service and what the future might hold. They share reflections on empathy as a foundation for service; building trust through consistent, quality delivery; anticipating customer needs in a fast-changing environment.

The expert interviewees are:

  • Lyn Davies, then Partnerships & Practice Director at Capita — now most recently Director of Corporate Services at Enterprise Oxford
  • Danielle Macleod, then Director of Service Operations at Sky — now a published author and founder of Wise Rebel Ltd
  • Matt Bateson, then Director of CX Strategy at Oracle — now leading AI Product Management & Design at IBM
  • Anne Marie Forsyth, then CEO of CCA Global — now Executive Chair of CCA Global

So how much has changed in 10 years? Answer this week's poll to compare: Then vs. Now, how much do the reflections shared in this 2015 video still match your CX reality in 2025?

TELL US YOUR VIEWS IN THIS WEEK'S POLL

We’ll share the results next week and continue our journey through 30 years of service thinking.

 

The Results Are In…

We recently asked CCA members: “What’s the single most important change you’d like to make in 2025?”

🤖 42% — Embedding AI in a meaningful way
⚙️ 14% — Upgrading outdated technology
🧭 17% — Clarifying the customer proposition
👥 11% — Building team capability
👂 8% — Listening better to our customers
🧩 7% — Aligning strategy with purpose

 

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!