Managing Director - John Hughes


John Hughes has over 25 years' experience in customer service. John founded CSN in 1997. He is a keynote speaker at events around the UK and Europe, and a recognised authority on customer service excellence.

John has a wealth of practical and theoretical experience in every aspect of delivering service excellence. Before joining the Customer Service Network, John spent nine years as Head of Customer Focus at a service excellence award-winning financial services organisation. During this time, he had responsibility for measuring external and internal service delivery, complaint management, customer service training and induction, leveraging the link between employee and customer satisfaction and delivering continuous service improvement.

John is also a director and lead assessor for UK Customer Experience Awards and a BQF/EFQM assessor. He is a guest lecturer at Warwick Business school and has recently been awarded an outstanding MBA teacher Award in recognition of excellent teaching to the MBA programme. John has an MBA in Strategic Management and is a member of the Institute of Management and the Institute of Business Consultancy. He is also a regular conference speaker in the field of service excellence, service recovery and customer satisfaction.

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