The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.
Are you ready for the future of customer service?
The future is all around us - but are you prepared for what's coming? As we move towards 2030, the landscape of customer service is changing faster than ever. Digital transformation, automation, and shifting customer expectations are just the start of what's ahead. Are you ready to face these challenges head-on?
Do you want to influence the future of CX?
This project will examine critical factors shaping the future: societal changes, economic shifts, demographic challenges, and how legacy systems impact innovation. We'll ask tough questions like:
- As our population ages, will we need more personalised service?
- Can machines eventually replicate human customer service? If so, what does that mean for your workforce?
- How will leadership evolve as we shift to a more digital, less centralised service model?
- Are your systems hearing the voice of the customer across increasingly fragmented communication channels?
- What's your approach to digital exclusion and societal issues like loneliness or disabilities?
How will you prepare for these challenges?
This is your opportunity to be part of the solution. The Future Scenarios Project, launching in Q1 2025, will help your organisation anticipate and adapt to these challenges. By joining this transformative initiative, you'll gain valuable insights, share experiences, and help shape the roadmap for customer service in the next decade.
Want to be a part of it? - Don't miss out on your chance to influence the future of customer service and ensure your organisation is better prepared for the changes ahead.
Register your interest by 15 January 2025 and get involved in this groundbreaking project.
This is more than just a discussion-it's an opportunity to shape the future. Will you be part of it?
About CCA Industry Council
CCA Industry Council is a leading force in shaping the future of customer service and experience (CX). This dynamic forum brings together over 40 brands, providing senior professionals with a platform to navigate shared challenges, gain fresh insights, and collectively elevate the standards of customer service leadership.
