CCA Leaders’ Summit 2021


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About the Event

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.

CCA LEADERS’ SUMMIT CONVENTION AGENDA

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

CCA BUSINESS DINNER – CELEBRATING SERVICE EXCELLENCE

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

Date and Time

Starting:
Wednesday 1st December 2021

Organisers

Date and Time

Starting:
Wednesday 1st December 2021