National Customer Service Week

Wednesday 7 October – Leadership for Challenging Times

Wednesday’s theme focuses on what it takes to lead effectively in an environment of constant change and pressure. We will explore how leaders can provide clarity, stability and purpose while navigating uncertainty, balancing short-term demands with long-term service ambition. The day highlights the importance of resilient, people-centred leadership in shaping cultures that can adapt and thrive.

• Causonomics podcast: we will be launching an NCSW-special Causonomics episode on Wednesday, focusing on leadership and resilience in challenging times. The discussion will explore what it takes for leaders to stay steady under pressure, support their people effectively and build organisational resilience in the face of uncertainty – more details to follow!

• Annual Conference 2027: next year’s theme, “The Future of Service – Leadership in an Uncertain World,” will explore what it means to lead and deliver exceptional service in a period of constant change. It will focus on how organisations can remain resilient, adaptive and customer-focused while navigating evolving expectations, economic pressures and technological change. Book your tickets here!

• Head-to-Head Interviews: revisit our extensive catalogue of Head-to-Head interviews, where Jo Causon speaks with experienced business leaders from across a wide range of sectors about the realities of leadership, delivering service excellence and navigating the evolving customer landscape.

• Breakthrough Research: our research reports ‘Leading the Service Nation’ and ‘Leading by Example’ focus on leadership in practice and the capabilities needed to lead effectively in complex, fast-changing environments.

• Customer Focus Magazine Issue 41: this issue explores leadership and sustainable growth, looking at the importance of empowering your teams to proactively anticipate and address customer needs and fostering trust and loyalty in order to effectively adapt to evolving market dynamics. Access it here.

• CEO Blogs & Statements: take a look at some of our recent articles on the topic: ‘Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty’ & ‘Mission, accountability and the year ahead’.

Thursday 8 October – Service Culture to Improve Productivity

Organisations that embed service into their values, behaviours and leadership are better equipped to empower their people and deliver consistently better outcomes for customers and colleagues alike. Throughout the day, we’ll explore how engaged employees and a strong service culture can drive sustainable business success in an increasingly demanding environment.

• Member panel discussion: ‘Building a Service Culture that lasts’: this live event will feature members who have used our newly relaunched Service Culture Index. Find out how they are measuring and embedding a service culture across their organisation, alongside the practical insights they’ve gained from understanding employee perceptions, behaviours and engagement. The session will explore how a strong service culture can support long-term productivity, consistency and business performance.

• ServiceMark accreditation: listen to our ServiceMark-accredited members as they share what service culture means in their organisations, and how it shapes the way they support customers and empower their teams every day.

• Customer Focus Magazine Issue 44: focusing on the connection between people and performance, this issue looks at how engaged employees drive better service outcomes. Check out the article ‘Happy People, Happy Service’, where Michelle West-Wiggins who discusses how how valued employees make for engaged colleagues.

• Service Experience Model: our Service Experience Model is a practical framework designed to help organisations embed a strong service culture, align leadership and operational delivery, and drive long-term business performance. Use the model to assess your current approach, identify areas for improvement and build a culture where great service supports both employee performance and customer satisfaction.

• Causonomics Podcast: Our CEO, Jo Causon speaks with Greg Reed, Group CEO, Places for People about building customer-first organisations and stronger communities. They explore purpose-driven leadership, empowering staff and long-term thinking – listen to the full episode here.

• CEO Blogs & Statements: our CEO, Jo Causon, has been sharing insights on service culture and productivity, exploring how organisations can strengthen purpose, values and behaviours to drive better employee and customer outcomes. Recent pieces include: ‘Winning the productivity battle, one day at a time‘ & ‘Building service skills for the future’.

• Breakthrough Research: our Breakthrough Research reports ‘Engaging the Workforce of Tomorrow’ and ‘Work with a purpose’ look at the connections between employee engagement, customer satisfaction, productivity and financial performance, as well as the evolving skills and capabilities organisations need to deliver customer experience.

Friday 10 October – Celebrate Success: Customer Service Recognition Day

As the week comes to a close, we’re celebrating the individuals who make a difference everyday and recognising the resilience and commitment of those delivering outstanding experiences for customers and colleagues alike. Throughout the day, we’ll be shining a spotlight on the people behind great service and reinforcing the importance of recognising customer service as a critical driver of organisational success.

• UK Customer Satisfaction Awards 2027: the Awards celebrate outstanding service and give organisations the chance to gain national recognition for their achievements – book your Early Bird tickets and tables here. Explore this year’s categories, review the entry criteria and access our Top Tips to help strengthen your submission. You can also hear from past winners as they reflect on the impact the award has had on their teams and organisations here.

• Inside the winners’ journey: hear from past winners through a series of video interviews about their awards journey – from what made their entries stand out to the impact winning has had on their teams and service delivery. They reflect on their progress since winning, the legacy it has created and why they chose to take part.

• Customer service hero competition: know someone who consistently delivers outstanding service? This is your chance to celebrate them. Share your recognition on LinkedIn or X using #CSHero, with examples highlighting the real impact they’ve made for customers and colleagues. We’ll be following along and will announce this year’s winner in our NCSW roundup across our website, email, and social channels. The winner will also receive a complimentary ticket to our Annual Conference in March 2027!

• Awards sponsor insights: hear directly from our sponsors as they share what it means to support the Awards, their experience of the event, and why organisations should get involved. They reflect on the value of partnership, the impact of the Awards, and why entering is worth it for teams across the sector.

• Employee recognition: create a culture of appreciation by encouraging employees to recognise colleagues who deliver exceptional customer service and everyday support. Celebrate this through a shared Wall of Gratitude that highlights the real impact people make on customers and teams. Contributions can include messages of appreciation, standout customer interactions, behind-the-scenes support, photos, and customer feedback.

• Award Entries – Top Tips webinar: gain practical guidance from the Awards Chair of Judges along with previous winners on what makes a strong award submission. Whether you’re entering for the first time or looking to enhance an existing entry, the session provides helpful advice to support your application ahead of our Friday 16 October 2026 deadline.