Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
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APPG on Back our essential workers: Service with Respect campaign (6 July 2021)
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service…
UK Customer Satisfaction Index (UKCSI) July 2021 – Infographic
In the July 2021 UKCSI, we assess how customer experience, behaviours and preferences have changed…
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Building a strong customer service culture: developing the mindset of a customer service professional (webinar)
October 8, 2021As part of National Customer Service Week, Sue Glynn, our Director of Academy, Standards & Quality and Alistair Lockhart-Smith, our...
Work with a Purpose – Building a shared vision of the future – Research Launch
October 1, 2021We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared...
APPG on Back our essential workers: Service with Respect campaign (6 July 2021)
July 19, 2021The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
Virtual Annual General Meeting (AGM) 2021
July 14, 2021Due to the Covid-19 restrictions around large gatherings, this year’s AGM was livestreamed on Wednesday 14 July 2021, from Mill...
UKCSI July 2021 Webinar Launch
July 7, 2021Watch the UKCSI webinar launch below 👇. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon,...
UK Customer Satisfaction Index (UKCSI) July 2021 – Infographic
July 7, 2021In the July 2021 UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The...
Saving the customer experience – Interview with Cosmos
June 29, 2021Extract from Customer Focus Magazine: Issue 30 (Sept 2020) Like many in the holiday sector, Cosmos – one of the...
Looking to be Legendary – Interview with Nationwide
June 29, 2021Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want...
APPG on Service with Respect campaign (27 May 2021)
May 28, 2021The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
Who Do You Trust? Improving trust through customer service – Research Launch
April 13, 2021Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute’s CEO, Jo...
