By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.
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
Latest News From CCA
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A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.
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At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.
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In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.
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:
