CSGUK Annual Conference 2015

From Consultation to Collaboration: Involving Customers in the Design and Delivery of Services

CSGUK Annual Conference - 17th November 2015

King's College London, Great Hall, Strand Campus







CSGUK’s first annual conference focused on staff and customer engagement. The customer engagement topics largely focused on effective consultation and building a deeper understanding of our customers. While this remains as important as ever, emphasis is moving from consultation to collaboration. How can we work with customers to move beyond asking their opinion and empower them to shape their services? What benefits are there in involving customers in delivering a wide range of services?


CSGUK warmly welcomed 120 delegates to its annual conference, "From Consultation to Collaboration: Involving Customers in the Design and Delivery of Services". The day provided a great deal of inspiration and ideas with speakers from a wide range of backgrounds. Our keynote speaker was Debbie McVitty, Director of Policy at the University of Bedfordshire. Until recently Debbie was the Head of Policy at the National Union of Students and has worked extensively in the area of student engagement and partnership. We followed with an established academic voice on the subject from King’s and closed our morning hearing about a student led initiative at the University of Liverpool Library.


As delagates returned after lunch; we opened with the opportunity to hear from speakers from outside the sector,  knowledge sharing and exploring practicalities with other delegates. We heard from two different libraries about initiatives that have involved customers which have led to significant benefits for the service as well as for the individual customers involved. We hope everyone who joined us for this exciting day left feeling happy and inspired.

Customer Services Group UK 2021