National Customer Service Week 2022 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week. We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated…
Making the most of membership: internal communications
To help you make the most of your membership, we have collated some useful resources below, which you may want to use in your internal communications. Some member benefits are…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…
Time to move forward and build for the future
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19…
National Customer Service Week
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
It’s a Wonderful Life: Service lessons from a Christmas classic
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It's a Wonderful Life. It is…
Expect the unexpected in 2026
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026, I don’t expect it to be any different. The good…
Resilience is the service watchword for 2026 and beyond
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you to our exceptional panellists, each of whom brought their unique…
Customer Service Trends and Predictions For 2026
Our Customer Service Trends & Predictions 2026 report highlights the critical issues and likely developments that will impact customer experience, employee engagement, organisation culture and business performance in 2026 and beyond.
Steve Hughes
Steve Hughes is Group CEO of Coventry Building Society and The Co-operative Bank, leading a purpose-driven £90bn financial services group serving 4 million customers. Since joining Coventry in 2020, he’s…