How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
The Budget will have an impact. It’s how we respond that matters
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses have an opportunity to reflect and refocus. The measures set out this week, some more welcome than others, will impact both consumers and businesses. Wage costs are on the rise again, while new taxes, such as on alcohol, will place…
Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer…
No time for a COP out – the importance of staying the course on sustainability
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
