Date: 26th August 2026 | 2pm BST
Location: Virtual
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 challenge is not simply collecting more feedback. It is understanding what matters to customers, identifying the causes of recurring issues and ensuring that insight changes the service they receive.
This is particularly important in regulated organisations, where colleagues must navigate complex products, processes and customer needs while delivering consistently good outcomes. Feedback can expose where vulnerable customers are being let down, where recurring issues remain unresolved and where frontline teams need greater support. But leaders also need to ensure that improvements are understood, retained and applied in real customer interactions.
Join Darren Wake, Head of Customer Success at CustomerSure, and Ben Scales from Elephants Don’t Forget as they explore how regulated organisations can turn the customer voice into measurable operational action.
Learning Outcomes Include:
- What the latest UKCSI reveals about customer priorities.
- How to capture feedback at the moments that matter.
- Why insight often fails to translate into operational action.
- How to address recurring issues and demonstrate what changed.
Author: Elephants Dont Forget
Reviewed by: Jo Robinson
Published On: 31st Jul 2026
Read more about - Call and Contact Centre Events, Elephants Dont Forget
