Another jam-packed day of meetings yesterday that began with CCA Supplier Council discussing how suppliers can create better partnerships with inhouse and BPO providers to offer an improved experience for customers.  Fascinating input from The Cabinet Office and consumer journalist, Liz Barclay. The discussion really challenged the highly complex issues we all face day and daily in communicating with customers.

Continued the conversation at dinner, hosted by Verint, to discuss the preview findings of our latest research project 'One Step Closer to Customers' - great ideas from guests on how we can listen more closely to what customers are telling us. The report will be launched at CCA Convention on 9 November so watch out for the results!

Ended the day with the sleeper train back to Glasgow and was unexpectedly surprised at the personal customer service offered by the stewards on board. Just need to work on getting the train to be quieter!