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How Organisation's Can Use Customer Insights To Provide An Exceptional End-To-End Journey

  • Customer Engagement Summit
  • Brian Weston, Head of Research Insight, Institute of Customer Service

In this talk, Brian Weston shares why customer service matters. His talk will cover:

  • The external landscape: what we are seeing? 
  • Customers Priorities 
  • Evolving Customer Behaviours 
  • Ensuring the right blend of people and technology for customer service
  • Each of the 13 UKCSI sectors
  • Where to focus and invest to achieve sustainable customer satisfaction and business performance
  • How customer centric are you ? 

Brian Weston

Brian Weston

Institute of Customer Service Head of Research and insight

Brian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers from consumers and small businesses to large, global corporates and government departments. He began his career in BT managing a busy customer service operation in the North East of England. Brian’s research for The Institute has examined Evolving Customer Behaviours, Employee Engagement and Customer Satisfaction, the People and Technology Interface in Customer Service, Service Productivity and the Relationship between Customer Satisfaction and Financial Performance. Brian holds a degree in Modern History and French from New College, Oxford and a Masters degree in European Policy and Management from Birkbeck College, University of London.

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