Weekly webinar: Head to Head Interviews with Business Leaders
Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices - particularly in a customer service context - could change in the next 5 years. The research highlights the key issues organisations need to address…
A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and find a new, more cohesive dynamic that enables us to…
UK Customer Satisfaction Index (UKCSI) – July 2021
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 272 organisations and…
Message from our CEO: What’s in store for the coming months
Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate the new post-pandemic world ? Quick links: Virtual training sessions Annual General Meeting (AGM) Research Hub Annual Conference UK Customer…
ROI of Customer Service: why customer service matters
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy.
Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)
With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively to be able to maintain excellent service levels and business performance. For organisations to address urgent challenges, retain customers and…
Grateful to be seeing out a tough year for our service nation
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
Recognise excellent service to keep staff motivated for the task ahead
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.