As a member of CCA’s senior management team, she develops and manages CCA’s extensive and futures-focused annual research programme, including identifying critical trends and issues that will impact on future customer service delivery. She forges and fosters dynamic collaborative research partnerships with CCA’s Leadership Forum and other expert network groups as well as academic institutions, external consultants, and a range of partners from government-funded institutions to global corporations in diverse sectors including technology and outsourcing.
Skilled in project and budget management and running multi-partner research projects. In more than a decade with CCA she has played a key role in developing the research unit into a highly-respected operation delivering independent, trusted and in-depth insight into forces influencing customer behaviour and customer service strategy and operations.
Currently working with more than 48 member organisations including major public sector groups and external research partners to deliver valuable perspectives on issues including: resource planning, complaints handling, skills training, recruitment and staff development, impact of social media, cost-to-serve per channel, technology deployment, analytics, organisational dynamics, and flexible working patterns.