Thought Leadership

Thought Leadership

CCA Industry Council Thought Leadership Forum is dedicated to helping Platinum Members evaluate customer experience best practice and to help shape this into effective solutions.

Every leading brand faces a multitude of concerns that need to be addressed to improve customer experience and to shape future strategies.

In this Forum, industry leaders from all business sectors including renowned experts and specialists, share a wealth of insights and experience to help future-proof your customer service strategy.

Throughout 2019, senior leadership teams of several members of the group will open their doors, welcoming you to their customer experience operations, providing everyone with the opportunity to learn, discuss and debate how others are shaping and evolving their customer experience strategies.

All participants will have the chance to see first-hand the customer service operation in action with the opportunity to speak to individuals about additional projects they may be responsible for.

Dates for 2019

23 January

Nationwide Building Society

6 March

Student Loans Company

9 May



Sainsbury's Argos

26 September



Telefonica O2

Who Should Take Part?

As a thought-leadership forum, all participants must be able to contribute to group discussions and debate focusing on strategy, vision and operational excellence. Individuals who influence the future direction of customer service and customer experience strategy are invited to attend and contribute.

Places are limited to one attendee per organisation at each planned session. Deputies are permitted at the discretion of CCA.

To find out more contact us.