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
Why governance matters for service-led success
This week’s news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it may spark a broader conversation about the role of organisations and the purpose they serve in today’s world. Even amid a challenging macroeconomic environment, there is increasing pressure – and rightly so – for businesses to act with a sense…
Building trust for when things go wrong
In recent months, we have seen several major retailers and banks experience significant digital outages. Morrisons, Marks & Spencer, the…
Fostering an age-diverse workforce to address the UK’s employee engagement challenges
As many of you will know by now, I am a firm believer that service is essential in futureproofing against…
Stay true to your mission and purpose in exceptionally turbulent times
Since the new US administration was formed in January, it has certainly been a rollercoaster ride. If anything, the pace…
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.
