We connect and support industry leaders and practitioners from all sectors who share a passion for improvement in customer experience.

We gather insights, opinions and concepts and use these to develop effective solutions and address business challenges in a trusted and confidential setting.

Be part of it

All CCA products and services are designed to support continuous improvement.

CCA Research Programme

Take part in an annual programme of research aimed at mapping trends, opinions and views of the customer service industry. Opportunities are also available to commission individual projects.

Supplier Forum

A network of business leaders from the supply community who regularly share insights and developments on the future of customer experience. These sessions support and validate some of the views captured in other CCA events, research and surveys.

BPO Users Group

An empowering user group that acts as an independent forum for major brands to discuss challenges they may experience by partnering with an outsourcing specialist. Participants will discuss a range of issues designed to deliver peace of mind and operational confidence.

CCA Global Standard© VIP Awards

An event created to recognise and reward organisations that have achieved CCA Global Standard Accreditation. The event celebrates innovation, talent and Accredited Members' commitment to achieving customer service excellence.

Excellence in People Operations

This certificated programme brings together a cross-functional group of individuals engaged in the development, training and retention of staff. The agenda is shaped by participants to address current challenges and future solutions and ideas for improvement.


An online accredited programme designed to develop the skills and industry awareness of front-line agents and team managers.

Centres of Excellence Programme

A UK-wide showcase of excellence – hosted by award winning and accredited organisations with opportunities to table challenging issues for discussion, debate and resolution by highly experienced peers. An independent programme of sessions is also available for Ireland.

Global Standard© Accreditation

Established industry accreditation recognising and rewarding outstanding commitment to customer service excellence. Created by industry for industry and first launched in 2001, the latest update will be launched early 2019

CCA Convention Programme

The CCA Convention programme is the critical voice of the CX market-place showcasing the latest innovations, concepts and thought leadership. Attracting 400+ senior execs from across the UK and beyond, this is CCA's must-attend event.

Online Member Resource

An online resource hosting a wealth of regularly updated research materials, reports, case studies, digital media, insights and guidance. Use the network to gain views, opinions and and benchmarks to support you in tackling everyday CX challenges.

Global Standard© Gap Analysis

A one-day session with your team to help understand how you benchmark against CCA Standard©, identifying any gaps and assessing actions and resources required to achieve accreditation.

Excellence Awards

Industry-led awards programme recognising individuals, teams and organisations who excel in customer experience delivery and strategy. The Awards are coveted by many leading global brands and is supported by an industry-led judging panel.

Strategy & Leadership Review

Latest industry insights tailored to facilitate specific business planning for your organisation. Challenging the thinking of senior leadership teams in comparison to latest trends and behaviours

Women in Enterprise Network

Industry initiative using C-Suite leaders to inspire managers to effectively lead voice of customer and voice of employee in your organisation.

Educational Webinar Programme

A series of short, informative and ground-breaking content aimed at raising awareness of industry trends and practices.

Excellence Awards Judging Panel

Invitation to join the CCA Excellence Awards Judging Panel to review, comment and support the applications for CCA's respected and sought-after Awards programme.

Research Enquiry Service

An opportunity to address individual operational challenges confidentially to other CCA members.

CCA Updates

Subscribe to receive regular updates, newsletters and other communications regarding industry initiatives, activity within the membership network, dates for forum, events and other activities.

Our members

We work with over 500 leading brands which reflects more than 30% of customer service in the UK. Some members are: