The CCA team have been working hard to develop the most relevant and forward-looking agenda for attendees at the 2012 Convention. Reflecting on the issues facing consumers, there is clear lack of trust in the companies, institutions and brands they transact with. This recent trust crisis goes beyond the banking collapse and as a consequence, we are being challenged to provide authenticity and more personalisation at the front-line. This week saw the announcement of changes to energy regulation which requires energy companies to let their customers know what their best deal is, a move which has been reported to potentially save consumers £100 a year. The theme of trust and transparency underpins the programme of CCA’s Convention 2012 being held on the 6th and 7th November 2012. It is being shaped to reflect our changing world and our speakers, focus groups and expert panels will address the burning issues and challenges we are now faced with.  

 
In this context of economic disruption, our organisations report facing acute difficulties around where to direct investment.  The CCA Industry Council and wider membership have reported challenges in justifying investment in customer experience and definitively drawing the links between increases in customer satisfaction and business performance. Within our membership we identified a number of organisations who have undertaken innovative approaches which have derived them success. These tend to rely on bridging the gap between the language of customer contact professionals and that of the CFO and the rest of the board. This issue been high on the agenda for CCA Industry Council and, at present, CCA are working with members and partners to develop a new formula for the industry which can help guide organisations in the journey to get the voice of the customer heard. This issue will form the basis of one of the future-orientated scenarios to be explored at day one of Convention 2012
 
Help us shape our programme - take part in our short survey (it should only take 2 minutes of your time) and tell us your views on the challenges in delivering great customer experience. 
 
To book a place and find out about special rates please contact us.