NCSW 2025 Round-up

Happy NCSW 2025!

Thank you to everyone who shared their NCSW activities and interactions with us throughout the week – your commitment to delivering outstanding customer service is truly inspiring, and it is organisations like yours that make a significant impact on customer experiences.

We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated throughout the week in your organisations. Below are some of our highlights from LinkedIn and X.

We are sorry if you have not been featured – we had too many to include all of them! You can follow the #NCSW2025 hashtag on X and LinkedIn for more posts.

We hope you enjoyed the week and we look forward to seeing you in 2026!

NCSW 2025 wrap-up video

Listen to our CEO, Jo Causon, discuss some of this year’s National Customer Service Week highlights:

Key sessions this week: recordings

To mark the start of National Customer Service Week, we held an interactive Head to Head interview with Craig Brown, COO of Legal & General Retail and our CEO, Jo Causon. They discussed CX, service transformation and the balancing between technology and human interaction.

In this special NCSW episode, Elaine Kerr, CEO of DPD joined our CEO, Jo Causon to explore how organisations can drive productivity and sustainable growth through a strong service culture, sharing valuable insights and real-world lessons from leading one of the UK’s most successful delivery businesses.

Tuesday was Service with Respect Day. We asked you to join us in supporting our vital campaign, helping us spread the message and inspiring others to join the movement. For a quick overview, watch our Service with Respect Day video featuring Richard Pash, COO UK & EMEA, Zurich Insurance and our CEO, Jo Causon.

Thursday’s theme was Employee Engagement: we held an exclusive webinar introducing The Academy, where we provided a full overview of our training programmes, shared real-life case studies from member organisations and highlighted the key benefits from our learning and development support.

On Wednesday, we focused on Productivity, Growth and Innovation. We held a thought-provoking fireside chat between our CEO, Jo Causon and CEO of Unity Trust Bank, Colin Fyfe where they discussed the power of purpose-led leadership, the importance of a strong service culture and how innovation fuels long-term success.

Friday was Customer Service Recognition Day, where we held our Awards Entries webinar sharing top tips on writing winning award entries. We heard from one of our previous award winners – Catalina Zaharia, Customer Experience and Quality Assurance Manager at Cabot Financial, along with Mike Faulkner, Chair of Judges.

Customer Service Heroes Competition

To round off the week we held a social media competition asking you and your colleagues to vote for your organisation’s Customer Service Heroes.

In celebration of National Customer Service Week, we asked you to share your winners with an example of their achievements using the hashtag #cshero on Friday.

Selecting a winner out of the numerous entries received was not an easy task. We loved seeing all of your customer service heroes in action, and the winner is… Olivia Austin, Customer Service Agent at coeo – congratulations and well done!

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NCSW 2025: Social highlights
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