Wednesday 26th August 2026 | 14:00 (BST) | 60 Minutes
This webinar is hosted in conjunction with:
The latest UK Customer Satisfaction Index reveals a disconnect between what customers value and what they believe organisations prioritise. While 32.6% say being able to speak to someone when needed is a top priority, only 15.8% believe organisations treat it that way.
For Service, CX and Operations leaders, the issue is whether feedback is capturing what matters and changing the service customers receive. The stakes are higher for regulated organisations. Feedback can expose poor outcomes, particularly for vulnerable customers, and leaders need to show what changed.
Join Darren Wake, Head of Customer Success at CustomerSure, and Ben Scales from Elephants Don’t Forget as they explore where feedback is missed, why insight stalls before reaching the frontline and how regulated organisations can turn the customer voice into measurable action.
Learning outcomes include:
- What the latest UKCSI reveals about the gap between customer priorities and perceived organisational focus.
- How to capture feedback at the moments that matter.
- Why customer insight often fails to translate into operational action.
- How to improve service recovery and address recurring service issues.