Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
Featured Resource
Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
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…
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Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
May 26, 2022On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian...
Business Benchmarking: optimising your survey performance
May 23, 20225 steps to ensuring a high response rate Having enough customers respond to your Business Benchmarking survey is essential for...
Business Benchmarking: getting started with your survey
May 19, 2022Business Benchmarking is a survey of your customers based on the UK Customer Satidfaction Index (UKCSI) and customer priorities. To...
Business Benchmarking: guide to uploading your customer database
May 19, 2022This article covers: Database quality requirements Guide to uploading customer database Database quality requirements Addressing your customers Make sure you...
APPG on Customer Service: Worker Abuse
March 23, 2022The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
UKCSI January 2022 Webinar Launch
January 25, 2022Watch the UKCSI webinar launch below 👇. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon,...
APPG on Customer Service: National Skills Fund, skills shortages and customer service
November 17, 2021The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
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...
