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
Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound â or if the optimism is more hope than evidence. Amid the current hype, it can be tempting to read every AI-driven gain in output, speed or efficiency as proof that a wider economic transformation is taking hold. Like most…
Seizing Britainâs summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the…
The âlost generationâ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburnâs report warns that Britain is at risk of a âlost generationâ, with more than a million…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is…
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.
