Join us for a special end-of-year online session where Best Practice Forum meets Coffee Club – a relaxed but insightful hour to unpack the key findings from the CCA Annual Review 2025 and hear what they mean in practice for you and your organisation.
Over the past year, hundreds of leaders have taken part in CCA forums, Coffee Clubs, Research Council discussions and the Industry Council Futures programme. Together, you’ve painted a rich picture of what’s really happening in customer service right now – the pressures, the progress and the possibilities.
In this session we will share:
- The big themes from 2025 - What changed in customer expectations, colleague experience and leadership – and why.
- What customers are really telling us - Why reassurance, clarity and fairness mattered more than ever.
- The reality of AI in service - Where AI is helping, where it’s still challenging, and what’s coming next.
- The advisor, the customer and the leader of the future - What our Industry Council Futures work suggests about the next decade.
- Practical ideas for 2026 - Simple, people-centred priorities you can take back into your organisation.
And because it’s almost Christmas, we’ll be keeping things light and informal:
Christmas jumpers very welcome
Bring a coffee, a mince pie, and your reflections from the year
Whether you joined one CCA session this year or twenty, this is a chance to step back, compare notes with peers, and head into 2026 with a clearer view of where customer service is really heading.
We hope you can join us. Click the REGISTER NOW button above to book your spot!