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. 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.
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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© - 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
Pandora Haydon
Rhizome PR
Tel: +44-(0)20-7297-3166
M.: +44-(0)7789-712608
Pandora@rhizomepr.com
CCA Global
Pauline Cochrane
Tel: +44-(0)141-564-9300
Pauline.cochrane@cca-global.com
Emilie Charron
ITN Productions
Tel: +44-(0)207-430-4708
Email: emilie.charron@itn.co.uk
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