Member Newsletter
Spring 2026
Welcome to your Spring 2026 Newsletter.
Below, you can explore the exciting new sessions coming up in our programme (and catch up on any you may have missed), read thought-leadership content, discover key updates, and — for the first time — see the actions we’ve taken in response to Member feedback.
​
You’ll also have the chance to get up close and personal with a fellow Member in our Meet the Member feature.
New
Meet the Member
With Alex Russell-Rutherford
In the latest edition of our Meet the Member series, Will Archer sits down with Alex Russell-Rutherford to explore the evolving CX landscape, his journey into customer service, and how the Network is creating meaningful opportunities for learning and development..
New
Sector Insights
The Legal Sector
In this new series, we explore some of the sectors who form part of the Collaboration Network, and in this opening session, we are joined by Karen Niblock, from DFW Law, and Kirsty Locke, from the Legal Ombudsman, to discuss and explore insights in the legal sector!
You Asked / We Did...
We’re always listening to your feedback and shaping our programme around what matters most to you. Here’s what you asked for — and what we delivered.
​
You asked for more customer experience (CX) learning
→ We introduced the Safeguard CX Series and Showcase CX Series to provide deeper insight and practical takeaways. This built on our Ask the Expert in CX event too.
You wanted more following Vulnerability Week
→ We have launched a quartely ‘Vulnerability: Revisited’ day packed with 4 individual sessions on the 25th of Feb and more than 500 of you showed up! Vulnerability Week returns on 8th June 2026.
You wanted more following our Complaints Forum
→ We have launched a ‘Complaints: Revisited’ day packed with 4 individual sessions coming soon on the 18th of March, featuring Wessex Water, The First Word, mycomplaints.ai and AXA Insurance
You wanted a session with Financial Ombudsman Service
→ We had Lauren Long from FOS as an expert on the panel in our ‘Ask the Expert’ series ‘Complaints Trends in 2026’ in December 2025. The FOS are also set to host a Regulator's Room on 16th April.
You wanted sessions to help with wellbeing and mental health in the workplace
→ We have launched a brand-new series ‘Mind Matters’ built around how to best manage and support good mental health practice in the workplace.
​
You requested slightly shorter sessions to fit in around your workday
→ We introduced 45-minute sessions to accommodate busier work schedules.
You wanted to connect with speakers after the sessions to continue conversations
→ We connect you to the speakers following the session so you can directly collaborate.
​