CCA Global Puts Digital Technologies at the Core of Customer Service With ITN Productions Programme

CCA Global Puts Digital Technologies at the Core of Customer Service With ITN Productions Programme

LONDON, December 16, 2015 /PRNewswire/ --



Digital technologies have disrupted traditional approaches to customer contact and
embracing them effectively has become a vital source of differentiation for brands. 89% of
companies expect to compete mostly on the basis of customer experience, according to a
Gartner survey
[http://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield ]
. CCA Global, the leading authority on customer contact strategies and
operations, have launched a news-style programme in partnership with ITN Productions
entitled 'Raising the Bar' examining how organisations are building their proposition
around customer service in the digital age.



(Logo:
http://photos.prnewswire.com/prnh/20141030/713382-a )




(Logo:
http://photos.prnewswire.com/prnh/20151216/296425LOGO )




Introduced by national newsreader Natasha Kaplinsky, "Raising the Bar" is an in-depth
online programme aimed at the customer service operation sector to raise awareness of the
challenges and technology advances. It features key industry interviews, news-style
reports along with sponsored editorial profiles of various operators, solutions, services
and research providers. The programme examines the necessity for companies and brands to
adopt new technologies and implement consistent and seamless multi-channel strategies to
improve customer engagement. Delivering a personalised service that responds to customers'
needs in real-time is essential, and digital platforms have given marketers access to a
goldmine of data to make it possible. However mastering 'big data' constitute the main
challenge, and the key to success. 'Raising the Bar' explores some of the solutions that
information technology providers have designed to offer effective data analytic
capability.



Anne Marie Forsyth, Chief Executive CCA Global said: "We are delighted with our
partnership with ITN Productions this year. It has helped to raise the profile of customer
service and highlight the complexities that organisations and consumers face in our
day-to-day customer experiences. We're looking forward to continuing our partnership into
2016 and extending the programme to reflect the industry as it undergoes digital
transformation."



Simon Shelley, Head of Industry News, said: "Our partnership with CCA Global explores
the digital transformation of customer service as a means of bringing better understanding
to the opportunities and issues in the sector. We want to use video storytelling as the
most compelling way to inform professionals and contribute to an exciting future in the
way the brands engage with their customers."



The programme was premiered at the CCA Global 'Festival of Engagement' Convention held
in Scotland on 24-25 November. It also forms part of an extensive online communications
campaign.



To watch the programme visit:



http://www.cca-global.com/content/cca_annual_convention_2015/raising_the_bar



Notes to editors: 



About CCA Global 



CCA Global is the leading professional body for customer service and contact in the
UK. It represents more than 500 organisations in banking, finance, telecommunications,
aviation, hospitality and retail.



It runs the CCA Global Standard(c) - an independent audit of customer contact
operations against industry developed and approved requirements.  Version 6 supports an
enterprise-wide ownership of the customer, providing a platform for excellence in customer
service. 



About ITN Productions  



ITN Productions is ITN's bespoke production hub producing creative and commercially
valuable content for the corporate, commercial, broadcast and digital sectors. Industry
News forms part of this offering and is a communications tool for leading industry bodies
and national associations produced in a broadcast news programme format, including
interviews, news items and sponsored editorial profiles. For more information, visit
http://www.itnproductions.co.uk



The programme sponsors are: Accenture, CloudSocius, Watermelon Research, Facts
International, Firstsource, InMoment, Dimension Data, Genesys Telecom




 
Press contacts 
Guy Smith 
Rhizome PR 
Tel: +44-(0)207-297-3165 
M.: +44-(0)7850-771900 
guy@rhizomepr.com 
EmptyBreak:MARKER 
Pandora Haydon 
Rhizome PR 
Tel: +44-(0)20-7297-3166 
M.: +44-(0)7789-712608 
Pandora@rhizomepr.com 
EmptyBreak:MARKER 
CCA Global 
Pauline Cochrane 
Tel: +44-(0)141-564-9300  
Pauline.cochrane@cca-global.com  
EmptyBreak:MARKER 
Emilie Charron 
ITN Productions 
Tel: +44-(0)207-430-4708 
Email: emilie.charron@itn.co.uk  


 





Photo:
http://photos.prnewswire.com/prnh/20141030/713382-a



http://photos.prnewswire.com/prnh/20151216/296425LOGO


Photo:http://photos.prnewswire.com/prnh/20141030/713382-a
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20151216/296425LOGO
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20141030/713382-a
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20151216/296425LOGO
http://photoarchive.ap.org/
ITN Productions and CCA Global


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