In today’s episode of Innovation: An Endless Pursuit, we look at customer service excellence and how companies can deliver social value to the communities that they serve. Social value goes beyond the normal corporate social responsibility activities of many corporations. It’s about how companies founded on the delivery of a service for a social good make a difference to their communities. In the case of Bristol Water, we were founded in 1846 with the purpose of providing clean drinking water to all, not just the wealthy few. Achieving this original goal had a dramatic effect on the city of Bristol, ridding the city of waterborne diseases and helping to dramatically increase our productive and economic growth. In this episode Chris is joined by two of our leaders here at Bristol Water, Ben Newby and Iain McGuffog, to look at how we’re continuing to build on our social mission and where the next innovations in customer service excellence and social responsibility are going to come from. We hope you enjoy listening to this episode and look forward to hearing what you think of it. We’re always looking for help and collaboration on our Quest and if you have any comments or thoughts we’d love to hear from you at innovation@Bristolwater.co.uk . Today's guests: Ben Newby Ben is the Chief Customer Officer here at Bristol Water and focuses on ensuring we continue to provide a leading customer experience to those we serve. He looks after all customer aspects of our activities, including our contact centers, our communications teams and our recreation business. Prior to his current role at Bristol Water, Ben was the Director of Business Improvement and IT, driving transformational change across Bristol Water. When he’s not working on how to deliver a better experience for our customers, he can be found making the most of the countryside around Bristol and taking to the Bristol Channel in his sailing boat. Iain McGuffog Iain is the Director of Strategy & Regulation at Bristol Water, and has worked in the water sector since 2002. As part of his role at Bristol Water, he is responsible for water quality, ensuring we provide the best possible product to our customers. He has been responsible for helping Bristol Water produce the “Bristol Water…Clearly” long-term ambition and the “Bristol Water For All” Social Contract. Being a veteran of four water industry price reviews, his track record covers working with others on a wide range of environmental, economics, customer and regulatory topics – often all in the same conversation. As someone whose role covers both big ideas and regulatory detail, he strongly believes in recycling, mostly ideas, and connecting seemingly random topics together. You can follow him on Twitter @mcguffog_iain.