Employment figures reported recently were better than anticipated with unemployment falling to its lowest level for a year. This is despite a shrinking economy and is causing economists to scratch their heads .. “a genuine economic puzzle” according to Mervyn King.

So, why is it that one figure does not directly relate to another?

Our experience of measuring success in our sector concludes that businesses cannot rely on a single set of figures. There are too many factors which can influence our results and taking a siloed approach is a risky strategy. Members of CCA customer experience network will agree – through collaboration we are able to understand the varying factors that can influence and impact our businesses in our quest to improve the customer experience.

I am looking forward to meeting with this group again on 5 September hosted by Sky in Leeds – I am sure it will be another great day of case study, debate and shared learning between more than 30 businesses from across the CCA membership.