In association with: Customer Service Network

This half-day workshop will take an in-depth look at the customer experience side of branch banking, developing your knowledge from our two day Branch Banking Conference further in order to allow you to fully comprehend the best approaches to understanding customer experience.

Taking a look at developing and implementing strategies, the importance of the needs of customer, how to deliver award-winning customer experience and also the culture of customer-orientated focus, this workshop will allow you to hear from an expert how to develop customer experience best practice.

About Your Workshop Leader:

In 1996, John successfully led Birmingham Midshires Building Society to overall success in the UK Service Excellence awards.  Following this success, he  founded the Customer Service Network as a corporate membership organisation to support and promote service excellence in UK organisations. The Network now has over 300 UK organisations as members and provides a wide range of services to its members.

John has a wealth of practical and theoretical experience in every aspect of delivering service excellence. He has assisted many organisations with the development of external and internal customer experience measurement, complaint management and service excellence strategies.  

John is a BQF/EFQM trained assessor and also a director and lead assessor for the UK Excellence in Customer Experience Accreditation and Awards programme. John has an MBA in Strategic Management and is a member of Institute of Management and Institute of Business Consulting,. He is a regular conference speaker in field of customer service excellence, complaints management and customer experience.

About The Company:

Customer Service Network is the UK's leading independent Service Excellence organisation. We bring the latest "Best Practice" to your organisation and can help organisations to,  measure the customer experience, create a great place to work and deliver world-class customer service, which all leads to improved business performance.

CSN's main activities revolve around interactive networking days, site visits, and workshops. In addition, we provide a range of membership services including, performance measurement, employee satisfaction measurement, service excellence audits, complaint management, research, training, and benchmarking.

Our extensive membership list includes many blue chip companies from all sectors of UK industry, including service, retail, manufacturing, financial, public and academia, all of whom are passionate about service excellence and continuous improvement.

Workshop programme

8:30 Registration & Coffee

9:00 Developing Strategies For A Winning Customer Experience

9:45 Understanding The Needs And Expectations Of Customers

10:30 Morning Coffee

11:00 Delivering Consistency For Your Customer Experience

11:45 Establishing A Culture Where People And Leasders Focus On The Customer

12:30 Close Of Workshop


Crowne Plaza Hotel - St James

Buckingham Gate 45/51
London SW1E 6AF
United Kingdom

Crowne Plaza Hotel - St James



speaker image






CPD stands for Continuing Professional Development’. It is essentially a philosophy, which maintains that in order to be effective, learning should be organised and structured. The most common definition is:

‘A commitment to structured skills and knowledge enhancement for Personal or Professional competence’

CPD is a common requirement of individual membership with professional bodies and Institutes. Increasingly, employers also expect their staff to undertake regular CPD activities.

Undertaken over a period of time, CPD ensures that educational qualifications do not become obsolete, and allows for best practice and professional standards to be upheld.

CPD can be undertaken through a variety of learning activities including instructor led training courses, seminars and conferences, e:learning modules or structured reading.


There are approximately 470 institutes in the UK across all industry sectors, with a collective membership of circa 4 million professionals, and they all expect their members to undertake CPD.

For some institutes undertaking CPD is mandatory e.g. accountancy and law, and linked to a licence to practice, for others it’s obligatory. By ensuring that their members undertake CPD, the professional bodies seek to ensure that professional standards, legislative awareness and ethical practices are maintained.

CPD Schemes often run over the period of a year and the institutes generally provide online tools for their members to record and reflect on their CPD activities.


Professional bodies and Institutes CPD schemes are either structured as ‘Input’ or ‘Output’ based.

‘Input’ based schemes list a precise number of CPD hours that individuals must achieve within a given time period. These schemes can also use different ‘currencies’ such as points, merits, units or credits, where an individual must accumulate the number required. These currencies are usually based on time i.e. 1 CPD point = 1 hour of learning.

‘Output’ based schemes are learner centred. They require individuals to set learning goals that align to professional competencies, or personal development objectives. These schemes also list different ways to achieve the learning goals e.g. training courses, seminars or e:learning, which enables an individual to complete their CPD through their preferred mode of learning.

The majority of Input and Output based schemes actively encourage individuals to seek appropriate CPD activities independently.

As a formal provider of CPD certified activities, SMI Group can provide an indication of the learning benefit gained and the typical completion. However, it is ultimately the responsibility of the delegate to evaluate their learning, and record it correctly in line with their professional body’s or employers requirements.


Increasingly, international and emerging markets are ‘professionalising’ their workforces and looking to the UK to benchmark educational standards. The undertaking of CPD is now increasingly expected of any individual employed within today’s global marketplace.

CPD Certificates

We can provide a certificate for all our accredited events. To request a CPD certificate for a conference , workshop, master classes you have attended please email events@smi-online.co.uk

Event Title


Read More

I would like to speak at an event

I would like to attend an event

I would like to sponsor/exhibit at an event


Sign up
Forgotten Password?


UK Office
Opening Hours: 9.00 - 17.30 (local time)
SMi Group Ltd, 1 Westminster Bridge Road, London, SE1 7XW, United Kingdom
Tel: +44 (0) 20 7827 6000 Fax: +44 (0) 20 7827 6001
Website: http://www.smi-online.co.uk Email: events@smi-online.co.uk
Registered in England No: 3779287 VAT No: GB 976 2951 71

Forgotten Password

Please enter the email address you registered with. We will email you a new password.

Thank you for visiting our event

If you would like to receive further information about our events, please fill out the information below.

By ticking above you are consenting to receive information by email from SMi.
Full details of our privacy policy can be found here https://www.smi-online.co.uk/privacy-legals/privacy-policy/.
Should you wish to update your contact preferences at any time you can contact us at data@smi-online.co.uk.
Should you wish to be removed from any future mailing lists please click on the following link http://www.smi-online.co.uk/opt-out