Resources
On-Demand Webinar: What will customer experience look like in 2030?
In this session we preview early findings from CCA's Future Scenarios Project. A bold, year-long insight-led programme exploring what customer experience, service design, and organisational strategy could look like by 2030.
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The project has been:
- * A year-long programme of work
- * Developed with NiCE and PA Consulting
- * Shaped through CCA’s Industry Council
- * Informed by contributions from 50+ organisations across multiple sectors
This on-demand session is intentionally insight-led, not conclusive. The full Future Scenarios report will be published mid–late February 2026.
Led by CCA, the UK and Ireland’s trusted thought leader and standards-setting body in service excellence, the project was developed with expert input from partners NiCE and PA Consulting, and shaped through contributions from over 50 leading brands across retail, finance, government, health, logistics, utilities, and more.
Hosted by Anne Marie Forsyth, Executive Chair of CCA, with contributions from Pauline Cochrane, Head of Research at CCA, Nathan Rogers, AI Specialist at NiCE and Srinivas Rowdur, Principal Consultant at PA Consulting, this session explores the trends and strategic shifts that are already redefining how service is delivered and what this means for leaders preparing for the decade ahead.
What you’ll hear:
- * The major forces set to reshape customer behaviours and service delivery
- * Future scenarios and personas that challenge assumptions and stretch strategic thinking
- * How to turn future insight into action - using the scenarios to spark bold conversations, challenge assumptions, and shape long-term strategy
REGISTER to receive a copy of the full report as soon as it is published.
Keywords
CUSTOMER BEHAVIOURS & EXPERIENCE DIGITAL & TECHNOLOGY COMPLIANCE & REGULATION PEOPLE & HR LOCATIONS STRATEGY AI AI CUSTOMER ENGAGEMENT SERVICE CX TECHNOLOGY BEHAVIOUR FUTURE LOYALTY MEASUREMENT TRAINING HYBRID FLEXIBLE LEADERSHIP STRATEGY BRAND
