CCA Leaders’ Summit 2021

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CCA is delighted to announce the first ‘in-person’ event since February 2020. The CCA Leaders’ Summit will be hosted on 1st December 2021 at the 5-star Hilton in Glasgow showcasing the latest thinking, expertise and insight in customer service, a new addition in the series of CCA’s long-standing Annual Convention programmes.

The newly designed, refreshed and simplified format will offer thought-provoking content in a safe and secure environment to reconnect and reimagine future service.

Join us for an afternoon of inspirational and thought-provoking content followed by a relaxed and professional networking and celebratory evening event.

We have all witnessed a revolution in delivering customer service and experience. Decision-making has accelerated as boards quickly grasped the urgency of retaining their ability to connect with and support customers.

As a collaborative network, we have journeyed this past 18 months together, manoeuvring our way through various challenges. There is now a growing restlessness as confidence begins to grow and new ways of working start to embed. Let’s continue to move forward, safely and securely and most importantly together.


1315-1345 Registration and networking
1345-1350 Welcome from event host, Kaye Adams
1350-1410 Welcome from CCA Chief Executive, Anne Marie Forsyth
1410-1435 Keynote – Gareth Turpin, Chief Commercial Officer, Mobile, Virgin Media O2
1435-1500 Keynote – Simon Separghan, MD Customer Experience & Contact, NatWest Group
1500-1520 Comfort break/coffee
1520-1600 Industry debate – build back better
1600-1620 Keynote – Chris White – Effective communication and negotating in challenging situations1620-1630 Q&A
1630-1700 Jeremie Brecheisen, MD, CHRO Round-Table, Gallup
1700-1710 Round up and close of conference proceedings
1710-1800 Session Break


1800-1830 Drinks reception for all guests
1830-1845 Guests seated
1845-1900 Review of the day and opening address for tonight from Kaye Adams, evening compere
1900-1910 Welcome from CCA CEO, Anne Marie Forsyth
1910-1930 CCA Global Standard© Achievement Awards – Part 1
1930-2015 Dinner Service
2015-2045 After dinner speaker
2045-2115 CCA Global Standard© Achievement Awards – Part 2
2115-2130 Final networking and close

In association with

Gold Sponsors – eGain

Silver Sponsors – Sabio

Published On: 16th Nov 2021 - Last modified: 3rd Dec 2021
Read more about - Archived Content, ,

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