It’s been another exciting week consulting with key members of our network to finalise the focus for CCA’s research agenda for 2013.

An early meeting in the week with the Professor for Marketing at University of Strathclyde got the intellectual juices flowing where we were discussing the inseparable elements of service and brand.
 
HMS Belfast offered a great backdrop for Kcom’s Customer Advisory Board meeting which had some really thought-provoking speakers considering some of the key issues in our market-place.  This event was quickly followed by CCA’s first Industry Council executive dinner of 2013 where we were discussing ‘The Future of Customer Service’.  Supported by research completed at the end of 2012 (in association with Kcom), the discussion was very wide-reaching as we contemplated the future of the High Street and the role contact centres could play to support its future regeneration.
 
Whilst the World Economic Forum continued in Davos, CCA Industry Council Leadership Forum met to agree on the major issues to be addressed in our market for 2013.  A fantastic, stimulating discussion with presentations from Tesco on their homeworking initiative and IBM focusing on the critical technology issues for 2013.  The day ended with an outstanding presentation from Dr Carsten Sorensen, LSE (and CCA Special Adviser) on ‘The Future of Work’ helped to really focus what CCA’s agenda for 2013 should be.  Watch this space in the coming weeks for the outputs!