Customer Service Trends & Predictions 2026 Webinar (9 Dec)

2026 promises to be a challenging and eventful year for customer service and for the wider UK economy. Our Customer Experience Trends 2026 webinar will highlight the critical issues and likely developments that will impact customer experience, employee engagement, organisation culture and business performance in 2026. We will discuss the implications for leaders, organisations, and for customer experience strategy and delivery.

Our CEO, Jo Causon, will be joined by an expert panel to explore our Customer Service Trends & Predictions for 2026.

Don’t miss this this opportunity to discover valuable insights that will help you navigate the critical challenges facing organisation in 2026. Book your place today and gain actionable strategies to put into practice in your organisation.

Panellists:

Alison Jaap, Director at Agile Endeavours

Alison Jaap is a people-centred transformation leader with a career spanning senior roles across the public and private sectors. She specialises in shaping customer and colleague experiences that drive both performance and purpose, combining strategic vision with a deep belief in the value of service excellence.

With decades of experience leading major change programmes, Alison has guided organisations through cultural, operational, and digital transformation – creating more agile, empowered, and customer-focused environments. She is passionate about reimagining how people and systems work together to deliver simpler, more human experiences that make a tangible difference for customers and communities.

Lucinda Scott, Customer Service Director at first direct

Lucinda Scott joined first direct as Customer Services Director in October 2021, previously at HSBC UK as Regional Director within the Network. Lucinda is responsible for delivering pioneering service across first direct, tackling the dual challenge of maintaining first directs existing number 1 position for customer service while adapting to meet the demands of a new generation of highly demanding digital customers.  She has worked in financial services for over 30 years and has a passion for people and Customer engagement – delivery within organisations with the customers at their heart.

Martyn Oakley, Operations Director at Laithwaites

Martyn is a highly experienced leader of customer-facing operations, having been in Director, and CIO positions for nearly 20 years. He has led engineering field-based operations, IT, debt management, large scale multi-site call centres and customer service functions in Telecoms, Internet Services, Water utilities and now Wine retailing. Now at Laithwaites, he is responsible for all direct sales, Retail shops, call centre, inbound freight, warehouse, and customer delivery. He is also General Manager of Averys of Bristol, the 2nd oldest wine merchant in the country.

This event is free and open to members and non members.