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.
CCA Research Council is a consortium of over 100 senior professionals from leading private and public sector brands. This group provides unparalleled insights into the latest views, sentiments, and perspectives of top executives, drawing from their experiences as both industry practitioners and consumers.
By leveraging this wealth of intelligence, CCA Research Council delivers invaluable insights that drive innovation and influence within customer service and CX. This collective expertise not only informs strategic decisions but also helps shape industry standards and practices, ensuring that CCA members remain at the forefront of customer service excellence.
As a leading authority, CCA Research Council fosters collaboration and thought leadership, developing best practices and innovative approaches. Its influential position plays a pivotal role in catalysing positive change and advancing the profession of customer experience management.
Members are senior leaders from organisations including:
Admiral Insurance / Allwyn / Atos IT Services / Barclays / Caledonian MacBrayne / Capita Experience / Citizen Housing / City Facilities Management / Concentrix / Co-operative Bank / Coventry Building Society / Currys / Department for Education / DPD Ireland / DVLA / DVSA / Equiniti / Financial Conduct Authority (FCA) / FSCS / Gas Networks Ireland / Glory Global Solutions International Ltd / The Guinness Partnership / HMRC / Homeserve / HP / Jigsaw Homes Group / JP Morgan Chase / Legal & General Retail Annuities / Liberata / Link Group / Macmillan Cancer Support / Menzies Distribution / National Highways / Nationwide Building Society / NHS Business Services Authority / Noon Dalton / Oak Furniture Land / One Vision Housing / Oracle / Oxfordshire County Council / Paragon Banking Group / People's Postcode Lottery / Phoenix Group / Places for People / Police Scotland / RAC / Scottish Widows / Serco / SGN / Shawbrook Bank / Sky / Smartnumbers / The Very Group / TSB / TSO Ltd / Twilio / Uisce Éireann / Whitbread / Your Housing Group
Like to know more about membership options to participate in this group?
Latest news
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CCA Network
We work with over 500 leading brands which reflects more than 30% of customer service in the UK. Brands we work with include:
