Response to Establishing a pro-innovation approach to regulating AI: AI Regulation Policy Paper
Institute of Customer Service response to the DCMS AI Regulation Policy Paper, ‘Establishing a pro-innovation approach to regulating AI’.
Reflecting on the service and leadership example set by Queen Elizabeth II
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace. I have…
Response to Ofwat’s consultation on the methodology for PR24
Institute of Customer Service response to Ofwat’s consultation on the methodology for PR24.
Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with Respect…
Webinar: Head to Head with Aileen Evans (Grand Union Housing Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Aileen Evans , CEO of the Grand Union Housing Group. Listen to Jo and Aileen discuss insights on…
Webinar: Head to Head with Linsey Jones (Centrica)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Linsey Jones, Customer Fulfilment Director at Centrica (British Gas). Listen to Jo and Linsey discuss insights on well-being…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises - in order to get loyalty in return, according to the Institute of Customer Service. Nearly six in 10 consumers (58%) said low prices would…