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MakingCustomer FeedbackCount

DearTeam,

MembersoftheFrenchteamduring anactivityfollowingthelocaltownhall

Aswecontinuethrough2026,ourfocusremainsclear: becomingamorecustomer-centricorganisation.This isnotdefinedbyasingleinitiative,butbyhowwe translatewhatwehearfromcustomersintothewaywe operate,communicate,anddelivereveryday–for example,byimprovingresponsetimes,providingclearer updates,andensuringconsistencyinhowwehandle requestsacrossmarkets

Oneofthemostimportantsourcesofinsightwehaveis customerfeedback Basedonourlatestcustomersurvey, ourNetPromoterScore(NPS)currentlystandsat+51, placingusinaworld-classrange Whiletheoverallscore isencouraging,therealvaluecomesfromunderstanding whatsitsbehindit.Acrossmarkets,customers consistentlypointtothreekeydriversoftheirexperience: quality,speedandcommunication.

Thesearepractical,everydaybehaviours Being customer-centricmeanskeepingcustomersinformed, respondingclearlyandontime,andsettingtheright expectations Smallimprovementsintheseareascan haveasignificantimpactontrustandsatisfaction.

Atthesametime,wearecontinuingtostrengthenhow weworkasanorganisation.Atagrouplevel,wehave nowreachedadigitalisationlevelofover50%, reflectingourongoingeffortstoautomateprocesses whilemaintainingcontrolovermorecomplexactivities TherolloutofMicrosoftDynamicsandrelated improvementsinourwaysofworkingarehelpingus operatewithmoreconsistentdataandbettervisibility acrossteamsandmarkets Whileitrequiresmoreeffort atthestart,itwillleadtomoreefficientdeliveryovertime andhelpalignhowweworkinternallywithhowour customersexperienceusexternally

Anotherareawherethisalignmentmattersiscrossbordercollaboration.Manyofourcustomersoperate acrossmultiplecountries,andincreasinglyexpectusto dothesame Whilewehavemadeprogress,thereisstill anopportunitytobetterconnectourknowledge,share

bestpractices,andpresentourselvesasoneorganisation ratherthanseparatemarketsworkingsidebyside

Wearealsobeginningtoexplorehowemerging technologiescansupportthiswayofworking In particular,agenticAIisbeingconsideredinareassuchas Sales,Finance,andMarketing,whereitcanhelp automateroutinetasks,supportanalysis,andfreeup timeforteamstofocusmoreoncustomers The emphasisisnotoncomplexity,butonpractical applicationsthatimprovehowweworkdaytoday.

Acrossallofthis,ourteamsremainthekey differentiator.Wecontinuetoseestrongexamplesof peoplesteppingintosupportcustomers,resolvingissues underpressure,andgoingtheextramilewhenitmatters most.Thesemomentsbuildtrustandareaclear reflectionofthecommitmentacrossCustomsSupport Group

InthisissueofCSGCourier,wewelcomeournew colleaguesfromBeagansLimited,strengtheningour presenceinIrelandandaddingdeepexpertisetotheUK &Irelandcluster Theirintegrationisanotherstep towardsbuildingamoreconnectedandeffective organisation WearealsohighlightingSustainability Month,reinforcingtheimportanceofresponsible practicesinhowweoperateandgrow.Wealsoinviteyou toexplorethestoriesandhighlightsfromacrossour markets,showcasingtheworkandachievementsofour teams

Thankyouforyourcontinuedcommitment.Let’skeep workingcloselywithourcustomers,turningtheir feedbackintomeaningfulactionsandcontinuingtobuild ontheprogresswearemakingtogether.

Bestregards,

JohnWegman ChiefExecutiveOfficer

We’redelightedtowelcometheBeagansteamtoCustomsSupportGroup.Basedin Dundalk,Ireland,theybringmorethan60yearsofexperienceinthecustomssector, alongwithastrongreputationforreliability,expertiseandcustomerfocus.

Theteam,ledbyGerardO’Harewith OperationsManagerCiaranReihillanda groupof18colleagues,hasbuiltawellestablishedpresenceintheIrishmarket.Their experienceacrossareassuchasexcise,food andagriculturefurtherstrengthensouroverall capabilitiesandaddsvaluabledepthtoour expertise.

Beaganshasdevelopedlong-standing relationshipswithawiderangeofcustomers, reflectingthetrusttheyhavebuiltovermany yearsthroughconsistentserviceandindustry knowledge

AsGerardO’Harehighlighted,joiningawider networkbringsnewopportunitiesforgrowth, collaborationanddevelopment.Italsoprovides accesstobroaderexpertise,sharedresources andnewperspectives,helpingbothemployees andcustomersbenefitfrombeingpartofa largerorganisation.

Aswebeginworkingmoreclosely together,welookforwardtothe collaborationaheadandtoseeinghow wecancombineourstrengthsacross teamsandmarkets

Pleasejoinusingivingawarm welcometoournewcolleaguesfrom Beagans,andfeelfreetoconnectand introduceyourselves!

Asnapshotofourfinancial performance,highlightingthekey figuresthatgiveaclearviewof businessresults. FinanceataGlance

DidYou Know?

TheTechHubhasrecruitednearly100peopletodateand issettogrowfurthertowardsaround180thisyear!

Atthesametime,CSGhasachieveda50.1%digitalisation level,withongoingeffortstoautomatemoreprocesses whilekeepingcomplextasksunderexpertmanagement.

SustainabilityMonthat CustomsSupportGroup:

BuildingMomentumTogether

SustainabilityMonthatCSGiswellunderway,bringingopportunitiesto reflect,learnandtakesmallactionsthatcanmakeameaningfuldifference. Throughtheweeklythemesandchallengessharedsofar,we’vebeen focusingonpracticalwaystoembedsustainabilityintooureverydaywork.

AtCSG,sustainabilityisnotaboutdoingeverythingperfectly, butaboutmakingsmarterchoicesinhowwework,travel,use digitaltoolsandmanageresources Small,consistentactionscan addupovertime,especiallywhenweallcontributetogether

YoucanalsoexploreourSustainabilitypageon CSGConnect,wherewebringtogetherour widerapproachtosustainability,includingkey initiatives,materialsandpracticalguidance It alsoincludesinformationrelatedto SustainabilityMonthandtheactivitiesshared throughoutMarch.

KaislaYli-Juuti SustainabilityCoordinator

Weencourageyoutotakeamomenttovisit thepageandcontinuetakingpartinthe remainingactivities.Everysmallstepcounts, andtogetherwecanmakearealimpact.

WomenEmpoweringGlobalTrade

OnInternationalWomen’sDay–andeveryday–wecelebratethewomenwhoseexpertise anddedicationhelpempowerglobaltradeatCustomsSupportGroup.

Thisyear,weshoneaspotlightonsix colleaguesfromdifferentcountries,rolesand backgrounds–areflectionofthediversity, talentandimpactacrossourorganisation.

Throughtheirstories,theyshareinsights, experiencesandadvicethatinspireand highlightthemanywayswomenaremakinga differenceatCSG.

DiscoverSimpleWaystoLiveSustainably

byChrisStennett

DoubleWinattheIrishLogistics &TransportAwards!

We’reproudtocelebratetworecentwinsattheIrishLogistics&TransportAwards,recognising bothindividualtalentandteaminnovationwithinCSG.

CharlieDawsonreceivedtheFuture AchieverAward,atestamenttohisstrong contribution,freshthinkingandtheimpacthe hasmadeoverthepastyear.

OurCustomsSupportIrelandteamwas alsorecognisedwiththeBestUseofAI award,highlightingtheirworkinadvancing digitalsolutionsandbringinggreater efficiencyandinnovationintocustoms operations

Theseachievementsreflectthededicationofourteamsandourcontinuedfocusonshapingthe futureofcustoms.CongratulationstoCharlieandtheteamonthesefantasticachievements!

ANewChapterforTradeOperations

On24March,thenewlyre-launched TradeOperationsteamcame togetherinDüsseldorfforafull-day kick-offsession.

LedbyNicolasCollart,ChiefTrade OperationsandComplianceOfficer,and witharenewedstructureandclear mandate,theteamissettoactasa bridgebetweenSalesandlocal Operations,supportingcustomers acrosspre-andpost-go-liveactivities.

Themeetingfocusedonaligningscope,responsibilities,andwaysofworking,whilealsoconnecting theteamaroundreal-lifecases.Theaimwastostrengthencollaborationandbuildamorecohesive teamtobettersupportstrategic,international,andlocalcustomerswithrenewedenergyandclearly definedresponsibilities

Thismarksanimportantsteptowardsamorealigned,customer-centricwayofsupporting customersacrossmarkets,keepingtheirneedsatthecentreofhowwework

FromGatekeepertoGameChanger: RedefiningtheRoleofCustoms

ShapingtheFuture TogetherinHamburg

OurIndustryAdvisoryBoardrecentlycame togetherinHamburgfortwodaysofinsightful discussions,freshperspectivesandforwardlookingthinking.

FromopenexchangesatourCSGofficeto scenarioplanningsessionsfocusedonthefuture ofglobaltrade,themeetingbroughttogether diverseviewpointstochallengeideasandexplore whatliesahead AbigthankyoutoallIAB membersfortheirenergy,andcommitment–agreatexampleofcollaborationinaction

EngagementSurvey

Asaresult,theteamreceiveda€1,000donationto supportacharityoftheirchoice.Theyselected RNLIDunmoreEast,recognisingtheimportant lifesavingworkcarriedoutbyitsvolunteers.

RoisinCussenandJamieMurphyvisitedthestation topresentthedonationonbehalfoftheteam,with theRNLIcrewexpressingtheirappreciationforthe support.WelldonetoeveryoneinWaterford!

InConversationWith...MauritsMatthijsse,CCO

“InConversationWith”isournewinterviewseriesonCSGConnect,designedtobring youclosertothepeopleshapingourdirectionandpriorities.

Ineachedition,weexplorethetopicsthatmattermostforthe business,withafocusonpracticalinsightsandrealexperiences acrossteamsandmarkets.

Inthefirstinterview,ChiefCommercialOfficerMauritsMatthijsse reflectsonkeycommerciallearningsfrom2025andhowtheyare influencingourapproachfor2026–frombuildingstrong,customercentricteamstodrivingsustainablegrowthandamoreproactive wayofmanagingourpipeline.

We’recontinuingtostrengthendataprotectionandcybersecurityacrossCustomsSupportGroup–youplayakeyrolein this AnewMetaCompliancetrainingmoduleisnowavailable Itonlytakes20minutesandwillhelpyoubetteridentify risksandprotectourdata,systems,andcustomers.

Thistrainingismandatoryandessentialtoensureweremaincompliant withGDPR,NIS2,andourinternalsecuritystandards Thankyoufor doingyourparttokeepCSGsecure!

LocalTownHallsinFranceandSpain

UndertheleadershipofManagingDirectorElíasBenhamú,localin-person townhallswererecentlyheldinFranceandSpain,bringingteamstogether toalign,connect,andlookahead

InFrance,thismarkedthefirsttimetheteam gatheredinpersonfromdifferentoffices The sessionwascomplementedbyateam-building activity,helpingstrengthenconnectionsacross locations.

Bothsessionsplayedanimportantroleinreinforcingteamcohesion,celebratingrecentsuccesses,and aligningonthechallengesandprioritiesahead,withasharedfocusonfuturegoals ReadthefullinterviewonCSGConnect!

InSpain,thetownhallalsoprovidedtheopportunity tocelebrateakeymilestone–30yearsofthe companyinthemarket–accompaniedbyateambuildingactivityandamomenttoreflectonthis achievement(withacelebratorycake!)

WelcomingNewTalent& InternalPromotionsSpotlight

MariekevanderWal:CommercialDirector–Germany

Mariekebringsextensiveinternationalexperienceinsalesandmarketing,havingledcommercial teams,drivengrowthinitiatives,andsupportedbothnewcustomeracquisitionandthe developmentoflong-termcustomerrelationships InherroleasCommercialDirectorGermany, shewillfocusonshapinganddrivingthecommercialstrategy,strengtheningcollaborationacross teams,andbuildingonourstrengthsintheGermanmarketinaconsistentandscalableway.

WesYardley:OperationsDirector–UK&I

WeshasjoinedCSGasournewOperationsDirector,UK/IE Withmorethan25years’experience inlogisticsandcustoms,Wesbringsastrongbackgroundincustomsoperations,brokerage, freightmanagementandsupplychainperformance.He’spassionateaboutunderstandinghow operationsworkonthegroundandhelpingteamsmakesmallimprovementsthatleadtobig results.

KarolinaJankowska:Post-MergerIntegrationProjectManager

KarolinajoinsCSGbringingover10yearsofexperienceacrossinternational,cross-functional environments Shehasastrongbackgroundinagiledeliveryandbusinessanalysis,andenjoys workingincomplexenvironmentswherecollaborationandclarityarekey Shewillfocusondriving integrationactivities,managingdependencies,andensuringalignmentacrossteamsthroughout thetransition.

InternalPromotions

EmilyMilligan:ChiefofStaff

EmilyhasbeenpromotedtoChiefofStaffatCSG,joiningtheseniorleadershipteam.Inthisrole, shewillworkcloselywiththeExecutiveLeadershipTeamtoshapepriorities,strengthenalignment acrossthebusiness,andmaintainastrongfocusoncustomer-centricity.

Emilywillplayakeyroleinimprovinghowwemanage,prioritise,andtrackourwork,bringingclarity tocomplexchallenges,enhancingdecision-making,andhelpingturnstrategyintoeffectiveaction