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The Institute’s latest annual conference produced fascinating debate focusing on how organisations can develop game-changing strategies, in what is becoming an increasingly unpredictable environment...read more
As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals considering their current roles and careers. In fact, research shows that as many as o...read more
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year.The answer is that many have fared well, but with room for ...read more
Our report, that has just been published, is the most detailed UK study that I am aware of looking at the relationship between customer satisfaction and financial metrics such as turnover and profitab...read more
Today marks the start of World Digital Week, designed to encourage organisations to take stock of the way they’re using technology to engage with staff, stakeholders and customers.There’s no doubt...read more
We’re in peak holiday season again – and this year feels like one of the most important ever for the UK tourism industry. One of the main effects of the Brexit negotiations so far has been a ...read more