I am increasingly concerned that UK plc may be taking its foot off the accelerator. Too many organisations are focused on short-term reporting and short-term gains, and both often come at the expense...
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The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction. But what impact are technological advances having on customer service that relies so heavily...
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The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart of customer service. At the start of May Morrisons announced plans to roll back sel...
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The findings from Ofgem’s recently released complaints handling report echo key themes in research from the Institute of Customer Service. The UK Customer Satisfaction Index (UKCSI) shows that cus...
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Institute of Customer Service response to the Public Administration Select Committee ‘More complaints please!’ report The Public Administration Select Committee’s (PASC) role is to examine t...
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A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating complaints with the Public Administration Select Committee.What is the Committee about?T...
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