We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they ar...read more
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a ...read more
As I wrote in my blog at the end of last year, finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new unc...read more
“If you can keep your head when all about you are losing theirs…” We’re already nearly a month into 2019, but it feels like a New Year has not brought much that’s new – only an intensific...read more
There’s no doubt that 2018 has been a difficult year – one of the most challenging years I can remember. Levels of political and economic uncertainty have been almost unprecedented, and it doesn't...read more
The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards...read more
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week (NCSW). The Institute took a lead role in supporting many of the activiti...read more
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate. One of...read more
In last month’s blog, I discussed the results of our latest UK Customer Satisfaction Index (UKCSI) and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to ...read more
The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service. ...read more
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the ...read more
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