A future vision..... let's build it together
Since March 2020 there has been an unprecedented shift to new models of working in customer service.
Long-standing business and operating models have been broken and we have ‘permission’ to rebuild a future-proof approach to emerge stronger, more efficient, and more agile than before. There is a need for organisations to revisit - and reinvent - how well they have prepared their leaders to lead, from front line managers to those in the board room.
Since February this year, led by CCA Visionaries, we have been working with more than 50 of the leading service and CX brands across the UK & Ireland with programme partners HGS and Oracle, to explore different future scenarios to anticipate what service will look like towards 2025.
As we move forward, it is not simply about the right mix of remote and virtual working, it's how these elements come together with what was there before, the changes being planned to operations, honing new leadership capabilities and delivering on ambitions for outstanding customer service in the future.
Building that future together in a collaborative way is incredibly powerful and we will be sharing the outputs and conclusions in the coming weeks. Make sure you are ahead of the curve and register your interest in attending our launch event on 4 November and access the published report.
T: + 44 141 564 9010
CCA is the professional body for leading brands in customer experience, challenging and connecting public and private sector organisations to become world class. With more than 20 years’ experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors ensures we retain our position as the definitive source within our market-place.
Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2019 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business. For further information visit www.cca-global.com