CUSTOMER EXPERIENCE – CHALLENGING THE CURRENT MODEL
CCA LONDON CONVENTION – 24 June 2010, Church House Conference Centre

We are delighted to extend an invitation to you to attend our forthcoming London Convention on 24 June 2010.

This year’s London Convention will be an intimate Executive Round-Table event, with four insightful sessions focusing on:

• Understanding the customer experience – what to measure, how to measure and what does it mean? – Marcus Hickman, Research Director, CCA
• It only works if it all works – an overview from Anne Marie Forsyth, Chief Executive, CCA
• Motivating customers to self-serve – Brenda Shields, Head of Customer Transformation, Royal Mail; Gareth Turpin, Head of Transformation, Telefónica O2
• Beating the bottom line - Innovation in cost reduction strategies – Gordon Lee, Senior Marketing Director, Capita; Matthew Smith, Senior Leader, Group Lean Practice, Strategy & Architecture, Royal Bank of Scotland
• Customer Experience Debate Panellists include: John Ashworth, Insight Manager, Tesco; Ian Golding, Shop Direct; Tejpal Singh, Head of Contact Centres, National Rail Enquiries

ROUND-TABLE DISCUSSIONS
Through a new ‘cafe’ style approach delegates will be hosted by one of our event sponsors to share and exchange thoughts on each topic in turn through round-table discussion. The event will aim to explore new concepts and challenge current thinking on customer service delivery. The conference will be chaired by Rob Pike, Chair of CCA Standards Council, who will be tasked with garnering the collective intelligence from each group to draw out the main insights from the discussions.

All delegates will receive a free copy of the event proceedings written by editor of inTouch, CCA’s thought-leadership publication.

VIP RECEPTION
Our VIP reception will round-off the day where we will be celebrating success with those organisations who have achieved CCA Global Standard© and launch CCA’s new recognition programme ‘Caring for Customers’.

Since its launch in 2001, CCA Global Standard© has been continuously developed by industry for industry to reflect current market developments and behaviours. Version 5 will be launched in November 2010 and will be supported by a new recognition programme – Caring for Customers. Whether an organisation has undertaken a self-assessment or is progressing through independent accreditation, recognition will be rewarded to outstanding examples of best practice which have been evident through the Global Standard process. Further details will be available on the night.

To view the full programme with further details click here.
**LIMITED PLACES AVAILABLE**
There are a limited number of delegate places available to purchase at a cost of £549 + VAT per person should you wish to attend. To register your interest or to book please email: ashley.reid@cca-global.com or call our booking hotline on 0141 564 9800.