Success Stories

How TrainingMark helped improve Pension Protection Fund’s customer experience and business performance

Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped...

Video: Bobst on creating a customer-centric culture

Alan Letford, Head of Customer Care, shares his experience of using Business Benchmarking to identify key areas for improvement and...

Video: How membership helps The Travel Network Group to improve their business performance

Watch Gary Lewis, CEO of The Travel Network Group, highlight the benefits of membership and using Business Benchmarking to improve...

Video: first direct’s secret on consistently being in the top 10 in the UK Customer Satisfaction Index

Discover how first direct has used customer service as a differentiating factor over the years to maintain its position in...

Coach Training Impact with the Chartered Insurance Institute

Elle Fara, Contact Centre Coordinator at the Chartered Insurance Institute (CII), shares her experiences as one of The Institute of...

Harnessing the Power of Customer Service

Kendal Morris, General Manager Customer & Social Delivery at SP Energy Networks, describes how their membership with The Institute of...

Video: Opus on membership and Customer Service Training

Opus’ Service Delivery Team discuss how The Institute has helped them drive a huge improvement in their customer satisfaction levels...

Video: Landmark on membership and The Academy

Head of Client Services at Landmark, Abby Gollicker talks passionately about their approach to customer service and the part The...

Video: LV= on the UK Customer Satisfaction Index

Peter Sinden and Heather Smith from Insurance firm LV= talk about what the UKCSI and membership of The Institute means...

Professional Qualifications at Northern Gas Networks