CEO Blog



A Unique Blend

Anne Marie Forsyth
21/06/2019

Yesterday we celebrated success with 60 special guests at a lovely lunch event in The Scottish Whisky Centre just next to Edinburgh Castle. Everyone had played a major role in achieving a successful accreditation against CCA Global Standard©. 

Organisations were represented from all over the UK and Ireland; including Calmac, Scottish Widows, Pearson, Coventry Building Society, Skipton Building Society and Student Loans. On the face of it they don’t have much in common but they all face demanding customers who are more anxious than before in an uncertain and turbulent world. 

All organisations who attended were awarded their accreditation (see list below) and each is committed to measuring themselves annually against the latest, agreed benchmarks in customer experience. They are all changing, becoming more digital and looking to improve service design to reduce friction for us all where possible.

It’s easy to press pause on investments in customer experience. Sometimes big transformations can overwhelm teams and a priority shifts to internal affairs and away from customer. There’s a certain analogy with Brexit where a single, big issue sucks the lifeblood out of government; organisations can quickly lose touch with customers when they place change agendas in front of day to day customer demands.

There’s no once and done when delivering service; it’s an ongoing, circular process of learning, implementing, comparing and measuring.... and of course, recognising and celebrating success in good company with like-minded professionals.

Congratulations to all once again!


View the picture gallery

 

Award winners:
Presentation of Annual Global Standard© Accreditation:

  • ATOS IT Solutions 
  • Capita Life & Pensions
  • DVLA 
  • FCA 
  • FEXCO 
  • Highways England 
  • HRSC 
  • Legal & General Retirements 
  • NHS 24
  • Pearson VUE  
  • People’s Postcode Lottery 
  • Poly 
  • SGN 
  • Skipton Building Society 
  • Student Loans Company
  • The Contact Company 
  • Yorkshire Building Society 

 

CCA Global Standard© Achievement Awards – Bronze – for attainment of 5 years or more

  • Capita Life & Pensions
  • HRSC 

 

CCA Global Standard© Achievement Awards – Silver for attainment of 10 years or more

  • ATOS IT Solutions 
  • Highways England 

 

CCA Global Standard Achievement Awards – Gold for attainment of 15 years or more 

  • Student Loans Company