CCA AI in CX Programme
A structured approach to understanding, applying and leading AI in customer experience.
Customer experience is being reshaped by AI.
Organisations are under pressure to improve efficiency, support their people, and deliver more personalised experiences while navigating rapid change, governance challenges and growing customer expectations.
The CCA AI in CX Programme brings together practical tools, peer collaboration and structured support to help organisations move forward with greater clarity and confidence.
The AI in CX Programme is a core part of CCA membership, supporting organisations to assess capability, share insight and shape the future of AI in customer experience.
AI Capability Matrix
Understand where you are today
A structured framework designed to help organisations assess AI maturity across customer experience and customer operations.
Members can request access to complete the Matrix assessment and benchmark capability across key areas of AI adoption.
Member of CCA?
AI Forum
Learn from others navigating the same challenges.
The AI Forum brings together CX and customer operations leaders to share perspectives, priorities and approaches to AI adoption.
Focused on practical discussion and peer insight, the Forum supports organisations to learn, challenge and progress together.
Member of CCA?
AI in CX Awards
Launching as part of the evolving AI in CX Programme.
Recognising organisations leading the way in responsible, effective and people-centred AI adoption.
Showcasing what good looks like and setting the standard for AI in customer experience.
Want to know more?
