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Key highlights include:

• Launch of CCA Inspire – 150+ graduates building resilience in the front-line • Consultation and creation of V7 of CCA Global Standard© – a new standard for a digital world to be launched March 2019 • Growth in our Industry Council Futures Thought Leadership Forum to 48 organisations accounting for c30% of all customer service activity in one forum • Over 55 senior professionals across all sectors volunteering to peer review CCA Excellence Awards 2018 • Launch of five new original research partnerships on the future of customer service and experience • Extension of CCA Annual Conventions Programme incorporating Summer Convention at Etihad Stadium in Manchester

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