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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
Today, September 1st 2025, marks a very special milestone – 20 years in business for ReynoldsBusbyLee.
What started in 2005 as a vision to help brands connect more deeply with their customers has grown into two decades of partnerships, problem-solving, and progress.
Along the way, we’ve had the privilege of working with incredible clients, collaborators, and colleagues who have shaped our journey, not least my original co-founders Joanna Reynolds and Paul Busby. The photo shows us at our launch - fresh-faced and ready to help our clients, whilst we’re all a little older and wiser I think we still look very much the same!
Panellists:
• Marianne Withers, Atombit
• Sarah Williams, Westminster City Council
• Garry Gormley, FAB Solutions – The Contact Centre Specialists
• Martin Teasdale, The Team Leader Community and Get out of Wrap
• Simon Poland, EvaluAgent
Chaired by Elaine Lee, Reynolds Busby Lee
The UK Contact Centre Forum's "The Great Debate" webinar series has explored the multifaceted impact of Artificial Intelligence (AI) within the contact centre industry, questioning whether it will be a friend or foe and a job killer or an ultimate solution.
Every conversation about vulnerability has two participants. In our efforts to get consumers better outcomes, are we forgetting the contact centre staff member?
Last week the FCA (7th March 2025) encouraged vulnerable customers to disclose their needs to firms and explained that those who do open up typically have better experiences with 74% of vulnerable customers who opened up reporting that staff asked the right questions to understand their situations and almost 60% reporting that the firm appeared to 'care' and took action to provide the support they need.
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