About us

Customer culture specialists, helping organisations to measure, improve and embed a customer centric culture to enable sustainable growth

About Customer Service Solutions

We are a team of professionals in the customer experience industry, bringing extensive experience in both customer and employee interactions. 

Collaborating with organisations, our focus is on optimising the value derived from human interactions with customers. Through the distinctive insights, expertise, and services, we offer a flexible and cost-effective approach. 

Our Mission

Customer Service Solutions was established with the mission of being able to practically help leaders in navigating ever-changing customer expectations and enhance business performance.

In collaboration with organisations we focus on getting the best value from human interactions through high- performing teams and the integration of key elements of our customer-centric framework.

Our support is not one-size-fits-all; it’s flexible and tailored to align with your current stage of the journey. Our services are straightforward and can be broken down to assist in bite-size improvements or facilitate a complete customer culture evolution.


Rebecca Holliday

Co-Founder, Director

Rebecca is an inspirational, award winning, customer service leader. She has a proven track record of successfully engaging and motivating a variety of teams to embed a customer culture. Rebecca began her career with a leading tour operator responsible for guest experience within their A La Carte brand. Moving into a leadership role for a distinguished travel company, she went on to win awards for her role in their service transformation.

Most recently she spent 8 years working for The Institute of Customer Service, supporting organisations at the very start of their journey. Rebecca is a joy to work with, her passion for customer centricity is palpable and she is determined to add value by drawing on her expertise to embed cultural change.

Leonie headshot

Leonie Williams

Co-Founder, Director

Leonie’s passion for the customer runs through her DNA. This has been demonstrated on numerous occasions, most recently being awarded #14 top CX Professional 2023.

She began working for Waitrose behind the Customer Service desk, moved to Customer Retention for Hilton Hotels and IHG Hotels.  Then for 7 years, whilst working for The Institute of Customer Service, Leonie worked with over 75 pan sector organisations including The Post Office, Admiral, DHL, and Hitachi supporting their service transformations.

In the past 12 months Leonie has continued to practically support housing associations, car leasing, hospitality, utilities and logistics and is highly skilled at co creating, engaging and innovating customer service strategies to drive an enhanced customer experience.

Our values

It’s who we are and how we do business

We understand and question

We listen with empathy to understand clients’ unique challenges, forming trusted relationships for long term success.

We will always be honest

We work with honesty and integrity always. We are open and transparent in our actions, doing what is right to build successful partnerships.

We continously
improve our expertise

We are dedicated and committed experts. Passion underpins everything we do and motivates us to exceed expectations.

We innovate and inspire

We question the norm and challenge ourselves to find new exciting solutions to inspire our clients to achieve extraordinary results.

Our Partners

The worlds the world’s most renowned experts on customer-centric culture. Their award winning Market Responsiveness Index (MRI™) is a global assessment, developed after years of extensive research, on the key disciplines of the most customer-centric and profitable companies globally

Cemantica is an innovative Customer Experience Management Platform built on CX best practice to scale with your business goals.

With the Cemantica Platform, you can create personas, journey maps, connect them to VoC data in real-time, manage CX initiatives and calculate ROI on your CX projects”

R&E makes simple, human-focused games that reimagine the way people can connect and grow.
At work. For their customers. Within themselves.

Bring on the conversations.