Contact centre and customer experience leaders are being encouraged to use this year’s National Customer Service Week (NCSW) as an opportunity to recognise frontline teams, reinforce service culture and explore how technology can support better customer outcomes.
NCSW 2026 will run from 5 to 9 October and will once again focus on celebrating the people and teams responsible for delivering customer service across the UK.
The Institute of Customer Service has opened its dedicated NCSW store, offering organisations a range of branded materials to help support internal engagement and recognition activity throughout the week. A free digital pack is also available, including posters, banners, social media assets and themed activity ideas.
The week provides an opportunity to combine employee recognition with wider conversations around service strategy, workforce engagement and changing customer expectations.
This year’s programme will also place particular emphasis on the role of artificial intelligence in customer service. On 5 October, the Institute will host a live virtual panel under the theme Tech Powered, Human Enhanced?, exploring how organisations can adopt AI while preserving the human interaction that remains central to customer trust and satisfaction.
The session will feature Institute of Customer Service CEO Jo Causon alongside Joe Richardson, Operations Director at Octopus Energy, and Anna Cook, Customer Director at Marks & Spencer.
The discussion comes as contact centres continue to increase investment in AI-powered automation, self-service and agent-assist tools, while also navigating concerns around customer trust, workforce transformation and maintaining service quality.
For customer service leaders, NCSW offers a timely platform to recognise employees while examining how the balance between people and technology is evolving.
National Customer Service Week takes place from 5-9 October 2026, with resources and further information available through the Institute of Customer Service.
