How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Cyber-security and the customer experience: an unavoidable challenge
In todayâs digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. Whatâs more, as the economy shifts toward greater personalisation, consumer trust in how their data is handled will become a core determinant of a brandâs resilience and success. Cyberattacks are not just an…
We must do more to protect our frontline service staff
In the past week, we have received a stark reminder of the extreme risks people serving the public face every…
Leading through service – the changing role of the CEO
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges…
How changes in the product and service offering can damage consumer trust
News that McVitieâs has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
