How effectively does your strategy translate into customer outcomes? How do you know where your operation is performing well, where capability needs strengthening and which improvements will make the greatest difference?

We invite you to join CCA Global, customer operations leaders, accredited organisations and assessors for the launch of the latest CCA Global Customer Excellence Accreditation.

The day will explore how independently governed standards, benchmarking and assessment help organisations make informed decisions, strengthen performance and demonstrate the quality of their customer operations.
 

What you will gain
  • Through practical case studies, assessor perspectives and interactive discussion, you will:
  • Understand what has changed in the latest accreditation framework and assessment approach.
  • Hear how organisations use assessment findings to prioritise improvements and put them into practice.
  • Explore how strategy, leadership, workforce capability and operational delivery work together to support consistent customer outcomes.
  • Consider your own organisation’s strengths and gaps through an interactive diagnostic session.
  • Learn how CCA’s wider frameworks support workforce development, responsible AI adoption and frontline fraud prevention.

You will leave with a clearer understanding of how CCA’s standards and assessment can support your priorities, and the options available to take the next step.
 

From assessment to improvement

CCA Global Customer Excellence Accreditation independently assesses organisational practice against CCA’s governed standards. It examines how strategy, leadership, customer understanding and operational capability translate into consistent customer outcomes.

The latest framework, Version 9, builds on CCA’s established approach, reflecting changing customer expectations, operating models, technology and workforce needs.

For organisations seeking an initial view of performance, a Gap Analysis & Benchmarking workshop provides a facilitated review against the standard, resulting in a completed workbook and improvement plan. It is available as a standalone session or a first step towards accreditation.

The launch will also explore the contribution of Workforce Excellence Accreditation, the Digital & AI Capability Matrix and the Fraud & Risk Framework to organisational improvement.
 

Who should attend

The day is relevant to leaders responsible for customer experience, operations, service improvement, learning and development, digital transformation and customer protection.

Whether you are already accredited, considering accreditation or looking for an independent perspective on your operation, we would welcome your contribution to the discussion.
 

Join us

CCA members: Attendance is free. Register your place using the form below.

Non-member organisations: A limited number of guest places are available by application. Please email cca@cca-global.com with your name, role, organisation and interest in attending.