Access insight and knowledge pieces. These are a mix of open resources and some accessible to members only
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Quick tour of your Member Dashboard
Your Member Dashboard gives you easy access to your member benefits along with our latest…
APPG on Back our essential workers: Service with Respect campaign
The APPG was attended by: Chris Evans MP, Chair Philip Davies MP, Co-Chair Liz Twist…
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Inspiring a service nation
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in...
Owing a Debt of Gratitude – Interview with Derek Usher, Cabot Financial
September 5, 2020Extract from Customer Focus Magazine: Issue 29 (May/June 2020) The state of many Britons’ finances is a parlous one to...
Ten years on top – Interview with Joseph Gordon, first direct
August 5, 2020Extract from Customer Focus Magazine: Issue 28 (January 2020) When it comes to providing great customer service, first direct has...
Social distancing and the future of the high street
July 22, 2020The APPG was attended by: – Philip Davies MP, Chair – Chris Evans MP, Co-Chair – Liz Twist MP (Labour)...
UK Customer Satisfaction Index (UKCSI) Results in Infographic
July 22, 2020The latest UK Customer Satisfaction Index suggests that on average, customer satisfaction across the UK economy has remained flat over...
New essential workers: Lockdown, ‘new normal’ & customer service
July 20, 2020The APPG was attended by: – Philip Davies MP, Chair – Chris Evans MP, Co-Chair – Carolyn Harris MP, Officer...
UKCSI July 2020 Launch Webinar
July 9, 2020Hear Jo Causon, CEO of The Institute and Brian Weston, Head of Research & Insight discuss the latest UKCSI results...
Making the most of the UKCSI Sector Reports and Resource Packs
July 9, 2020Listen as Head of Research and Insight, Brian Weston takes you through how to get the most out of the...
Why future service winners have to be innovators – Interview with Mark Gait, O2
January 31, 2020Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark...
Housing sector: what are the key challenges and priorities? – Interview with Jonathan Cowie, Vivid Housing
January 31, 2020Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The Grenfell Tower fire in June 2017 left 72 people dead,...
