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 Connection: How the CCA Network Shapes Service Excellence

For more than three decades, CCA has been the meeting point for the conversations that shape policy, set industry standards, and influence how service is delivered across the UK and beyond.

This week's Rewind interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce and now President and General Manager at Quest Software) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.

From the main stage at the Annual Convention and Leaders’ Summits, to member forums, research collaborations, and working groups, the CCA network connects leaders, practitioners, and innovators who are willing to share, challenge, and reimagine what’s possible. As a collaborative network we don’t just improve individual organisations, we spark change that resonates across entire sectors.

Poll of the Week: When organisations collaborate across the CX industry, the biggest benefit is…

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 asked: “What’s the single biggest challenge in preparing customer service agents/advisors to work alongside AI and other digital technologies effectively?”

Here’s what you told us:

🤖 24% — Training agents in technical skills to use AI and digital tools proficiently
💬 35% — Balancing empathy with the need for efficiency
⚡ 39% — Overcoming resistance to adopting or implementing AI and digital technologies
🗒️ Other — Getting the right balance between AI and human delivery, and managing already saturated skill demands due to poor processes or outdated tech

Your feedback shows just how important it is for industry networks to share best practices, challenge thinking, and work together on solving complex challenges like these.

 

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!