Standing up for those who continue to put work first
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us…
Service Experience Model
An independent framework to help you develop, transform and future-proof your customer experience. Consumer needs, preferences and behaviours are changing fast. As a result, companies should assess the ability of…
Breakthrough Research: A Connected World? – webinar recording
On 24 August, we launched our Breakthrough Research on technology and the future of customer experience. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. This pan-sector research investigates how technology and applications are impacting or could impact customer service. The report examines customer attitudes about potential applications to improve service,…
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In the face of a storm, let’s not abandon our strongest defences
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or…
Measuring What Matters (16 Sept 2022)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
Time for a re-think and re-set to save our Service Nation
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing…
Breakthrough Research: Technology and the Future of Customer Experience
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: Technology and the Future of Customer Experience. This pan-sector research examines the role of technology in shaping the…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across…