CCA Global is delighted to welcome Vanessa O'Brien as Strategic Growth Lead, bringing more than 20 years of experience across customer service, customer experience, business engagement and strategic relationship development.

Vanessa brings a strong commercial and industry background, most recently with the Confederation of British Industry (CBI), where she worked closely with organisations and senior business leaders across a wide range of sectors. Her earlier career includes senior roles within CCA-accredited organisations, giving her first-hand experience of the operational challenges, changing expectations and opportunities facing customer service and CX leaders.

Vanessa also has a longstanding connection with CCA Global, having previously engaged with the organisation through her work with member organisations. Her first-hand experience of CCA membership and working within an accredited organisation gives her a valuable understanding of the role that independent standards, industry insight and collaboration can play in strengthening organisational performance.

As the independent standard-setting organisation for customer excellence, CCA Global has worked with organisations across sectors for more than 30 years to define what excellence looks like, independently assess performance and strengthen organisational capability.

Vanessa's appointment will support CCA Global's continued development, strengthening relationships with senior business leaders, extending engagement across sectors and connecting more organisations with CCA Global's standards, research, expertise and industry network.

Sharon Johnston, Managing Director of CCA Global, said:
"Vanessa brings an excellent combination of industry experience, commercial expertise and established relationships across the business community.

"She understands the challenges facing customer service and CX leaders, but also the wider business priorities shaping how organisations operate and deliver for their customers.

"As we build on CCA Global's established role in setting independent standards, shaping industry thinking and bringing leaders together, Vanessa's experience and perspective will be extremely valuable. We're delighted to welcome her to the team."

Vanessa O'Brien, Strategic Growth Lead, said:
"I'm delighted to be joining CCA Global, an organisation I've known and worked with at different stages of my career.

"Having worked within a CCA Global-accredited organisation, I've seen first-hand the importance of independent standards, continuous improvement and opportunities to learn from others. Combined with my wider experience working with business leaders across different sectors, I recognise the value of bringing organisations together to share insight and address common challenges.

"I'm looking forward to working with the team, reconnecting with members and developing new relationships to support organisations in achieving customer excellence."