This year marks the twenty-fifth anniversary of the origins of what is now the UK’s Corporate Governance Code. There’s no doubt that it has had a hugely positive effect , both in raisi...
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A report, published earlier this month, by the International Bar Association suggested that innovation in artificial intelligence (AI) and robotics could compel governments to legislate for quotas of ...
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A recent meeting of the All Party Parliamentary Group on Customer Service concluded regulation needed to become more “outcome-based” in order to better incentivise customer service improvements.&n...
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If anything is more incredible than Leicester City’s Premier League triumph, it is the amount of positive discussion and coverage it has received. The triumph of the underdog has captured the public...
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At the start of the year, the Institute published new research which explored changing customer priorities. It highlighted the elements of the ultimate customer experience which matter most to c...
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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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Customer service isn’t just something we encourage our members and the UK’s wider organisational community to practice. Inspiring others to make a difference is only possible if we lead by e...
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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 Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness. The Chancellor announced the creation of an extra 20,000 higher apprenticeships ...
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The All Party Parliamentary Group on Customer Service was founded in July 2014 with an aim to raise awareness and understanding of customer service amongst parliamentarians and establish a dia...
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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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As we move towards the end of the summer I thought it was a good time to reflect on the environment we are working within and what the Institute is focusing on to help our members improve their cust...
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There’s not long left to enter the 2015 UK Customer Satisfaction Awards.The awards opened for entries in April 2014 and it didn’t take long for organisations to start downloading information, bu...
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With UK Customer Satisfaction at it’s lowest point since 2011 what can you do to make sure customer service helps your business to succeed?Our research shows that where organisations del...
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Customer service is therefore made up of your people; their capabilities, competencies, attitudes, engagement, continuity and strategy, your processes; the creativity and consistency embedded in car...
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Today the significance of customer service excellence, and its recognition, is taking on new emphasis especially as the new economy emerges. Entrants into our awards are making a firm statement that...
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Non-food retail dominates UK Customer Satisfaction Index.Best-performing organisations see increase in recommendation. Customer satisfaction fuelling growth and market share in some sectors. Slight d...
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We asked Jo for her thoughts on three questions:What key trends have emerged this year?What have been the highlights for the Institute over the past year?What are you looking forward to this year?&nb...
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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 the...
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The Institute’s Annual Conference took place on the 25th February 2014 at the Lancaster London Hotel. The Conference had 300 delegates, eight exhibitors and 10 leading speakers. The key themes fro...
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The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost business and economic growth. Corporation taxes are due to ...
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This year’s first meeting of the Institute of Customer Service’s Vice Presidents was joined by the group’s latest addition, Jonathan Preece – CEO of public sector shared services p...
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Legislation can help protect customers, but excellent customer service requires sustained focus from organisations.A new Consumer Rights Bill is predicted to boost the economy by £4 billi...
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The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice.The confere...
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This week sees the launch of our new report ‘Are you being engaged? 2014’. It is an update of the 2012 research carried out by the Institute to investigate the link between employee engagem...
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