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**Apologies for cross-posting** Bookings for the Customer Services Group UK Annual Conference 2017 are now open. Customer Services: the challenge of demonstrating our value and impact 27th November 2017 9.15am - 4.10pm Woburn House, Tavistock Square, King’s Cross, London WC1H 9HQ Why value and impact? Within a national environment of tighter finances, funding changes, and constantly growing requirements for greater accountability and regulation it is no longer enough to focus on the quality of our services. We need to show that what we do makes a difference. Our leaders are under increasing pressure to prove the value and impact of their services to justify their budgets and to contribute to the institutional reputation through ever more tangible measures. How can Customer Services teams support the Library by meeting the challenge of proving the value and impact of the work we do? Speakers and facilitators Alex Bols, Deputy Chief Executive of Guild HE (one of the two recognised representative bodies for Higher Education) will open the conference with a key note address on the strategic context of value and impact within an environment of increased accountability in Higher Education. We will then welcome Library colleagues from across different sectors to present case studies on how they have successfully measured and demonstrated the impact of customer services. We will hear from the School library sector, the NHS and Higher Education. After lunchtime networking, we will be joined by colleagues from the NHS and University of Salford who will present tangible methodologies and toolkits. They will host a practical session “Measuring up for success. A practical guide to demonstrating your value and impact to stakeholders”. Delegates will have the opportunity to work through real-world customer services scenarios and apply the methods described earlier on in the day, providing a great opportunity to leave with tools that can be adapted within your own institution’s context. More information and booking This annual event always sells out quickly so please do book early to avoid disappointment. For the full programme and how to book please visit the CSGUK website (https://www.customerservicesgroup.co.uk/) Please direct all booking queries to [log in to unmask] We look forward to seeing you there, Erin Caseley, Jan Haines, Lis Hannon, Libby Homer, Helen Loughran, Christina Lewis & Derek Mackenzie (CSGUK Steering Group) www.customerservicesgroup.co.uk Follow us on Twitter: @CSGUKLibraries