Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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Ryan Hilton

Customer Director Nottingham Building Society

Day 1 - Setting the Foundations

2:30 PM SESSION E: FROM FEEDBACK TO TRUST: EMBEDDING CUSTOMER VOICE INTO PERFORMANCE AND ACCOUNTABILITY

Many organisations collect customer feedback, yet struggle to embed it into the day-to-day running of their operations. This session explores how to move beyond insight as reporting, and

instead use it as a core driver of performance, accountability and continuous improvement.

Drawing on real-world experience, including achieving a 4.8 Trustpilot rating, this session will highlight how organisations can operationalise customer feedback across teams, ensuring it directly

shapes behaviours, decision-making and measurable outcomes.

Embedding customer feedback into daily operations and performance management
Creating accountability and visible leadership ownership across teams
Using customer insight to drive continuous improvement, trust and business outcomes

Check out the incredible speaker line-up to see who will be joining Ryan.

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