Anne Marie Forsyth, CEO, CCA said: 
“With so much disruption and uncertainty in our current economic climate, our future thought leadership sessions are critically important to help businesses stay focused on the issues that matter to customers.

Regardless of what is happening in our political and economic worlds, customers continue to need advice, support and service; perhaps even more so than ever. The programme for 2019 and beyond offers members that inside view from a range of organisations helping them make the best decisions possible for their future strategy.”

Hosted by award winning Platinum Member Nationwide Building Society, the senior leadership team shared their strategies across a range of initiatives designed to ensure they meet member needs now, and in the years ahead. Covering issues including changing customer behaviours, the impact of self-service on voice, the Society’s people programme, natural language IVR, social media and their strategy for supporting vulnerable customers, the day provided CCA Platinum Members a deep dive to learn, be inspired and explore opportunities for transformation in their own organisations.


Ian Craig, Divisional Director – Director of Member Contact & Support commented:
“It’s a pleasure to welcome the Platinum Members of CCA to Nationwide Building Society. We believe that our founding ethos as a mutual still runs strong and still guides how we do business today. We look forward to sharing our story and our continuing journey toward legendary service during the visit.”

Following on from Oracle’s Open World Conference in London last week, the session also inlcuded contribution from Ian Broughton, Franchise Leader EMEA at Oracle on The Future of Society and the importance of innovation as we develop in the next 2-3 years. 

Anne Marie Forsyth continued:
“Innovation in approach is the game-changer organisations seek and we look forward to working with the group in the coming year as we continue our focus to reimagine customer experience to 2020 and beyond.”