CEO Blog

Partnerships with benefits?

Anne Marie Forsyth, CEO, CCA


This week was a busy one at CCA HQ, we hosted 30 organisations at the popular customer journey mapping masterclasses with Oracle on Tuesday and our BPO/Outsourcing Users Forum yesterday.
I often think that if customers could experience the buzz around these sessions and the passion to make things better, they might be a little surprised and certainly impressed.
It takes lots of hard work to show tangible results however, and a great deal of persistence to convince internal and external partners that they all have to move one step closer to customers. Nowhere is this more evident than in outsourcing relationships where the potential for misunderstanding is high, but the rewards from a successful partnership can transform experience for customers and provide the organisation with valuable insights previously hidden.
CCA hosts the BPO/Outsourcing Users Forum quarterly where organisations that outsource all or part of their operation meet and talk openly about their experiences, good and bad with their providers. It’s a bit like people’s marriages, you never really know what’s going on and there can be a surprise when what seems to be ok turns out to have problems. But having a forum like this helps organisations explore more options, share ideas, discuss new concepts and ultimately improve service for our customers as that’s what we’re all striving for.
Caring for and improving customers is in the DNA of our members and whilst it’s been a truly awful week in the news, there have been so many demonstrations of kindness and support and of people coming together. Without that support we would certainly be a poorer nation as it’s what makes us human. Very close to my own heart is the tragedy affecting the island of Barra with the loss of one young girl and the serious injury of another who attended the concert in Manchester – like all those affected, a life taken far too early. Our thoughts and prayers are with all those involved.
On a lighter note, this weekend Liverpool hosts its marathon and CCA’s Head of Membership Services, Sharon Johnston is running the race. Some of the CCA team have committed to running 2,017 miles in 2017 for a charity we’ve supported for a few years now and whom some of you will have seen performing at our Gala Dinner Awards Ceremony – Musicall. See how the team are getting on here.
Have an enjoyable holiday weekend!

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