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…
Service Wellbeing & Resilience
This focused session equips frontline customer service professionals and their team leaders with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a…
Gareth Franks
Head of Customer Services, Virgin Money
Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer than it is today. We are living in challenging times,…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as…
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…