In the News

Please see below a few examples of recent media coverage of The Institute. If you would like to discuss a piece with us or request a comment, please get in touch: media@icsmail.co.uk

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ITV News: Customers – Are We Being Served?

March 24, 2023

  According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a…

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ITV News: Customers – Are We Being Served?

March 24, 2023
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Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout

March 22, 2023
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Poor customer service costs UK firms billions – so why can’t they get it right?

January 31, 2023
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Water Industry Journal: Harnessing technology with people for better service outcomes

December 16, 2022
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All News Updates

Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall

November 2, 2022
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ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers

November 2, 2022
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BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022

November 1, 2022
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online conclusion of the transaction. the opening of a new startup. business handshake, via phone and laptop. vector illustration in a flat style investor holds money in ideas online. - Vector

Trust is key to maintaining customer spending through the cost of living crisis

November 1, 2022
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Jo Causon on NCSW 2022, BBC Radio Wales

October 10, 2022
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Mariella Frostrup, Times Radio

October 3, 2022
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BBC News: UK Hospitality “urged all customers to treat staff with respect

August 23, 2022
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UK customer service complaints at highest level on record, research finds

July 5, 2022
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