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What Challenges Will We Face in 2020?

06/12/2019 RESEARCH
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge.


2019 gave us many topics to focus on and work to improve - from artificial intelligence and challenges around CX measurement through to people engagement. As we begin to focus on a new year in our fast-paced, always-on world, we want to understand what issues and challenges will be rising to the surface for you next year.

This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues you will be working to improve throughout 2020.

All information provided will be stored confidentially and reported anonymously. Please take part and help us produce a true reflection of what the top issues for 2020 will be. The survey should take no longer than 5 minutes to complete.

All participants can receive a complimentary preview copy of the results. To take part, please click here



A copy of the 2019 CCA & Twilio Simplifying the Complex report can be accessed here

Media contact:
Pauline Cochrane
T: + 44 141 564 9010

About CCA
CCA is the professional body for leading brands in customer experience, challenging and connecting public and private sector organisations to become world class. With more than 20 years’ experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors ensures we retain our position as the definitive source within our market-place.

Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2019 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business. For further information visit

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