The data challenge
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
Gaining and maintaining trust is all about the right behaviours
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Celebrating award-winning customer service
Thirteen organisations from a variety of UK industries have been unveiled as the country's best for customer service at the 2018 UK Customer Satisfaction Awards ceremony, held at the Hilton on Park Lane, last night.
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
Institute of Customer Service response to the Financial Reporting Council's proposed revisions to the UK Corporate Governance Code.
A sticking plaster doesn’t fix a broken leg
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.
Amazon on top again for customer satisfaction
Amazon has retained the top spot for the fifth consecutive time in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service.
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
Institute of Customer Service response to the Consumer Council for Water's draft forward work programme.
Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
A time for giving: Macmillan is top charity for satisfying customers and donors
A new report from The Institute reveals that Macmillan has secured top spot amongst UK charities, based on the experiences consumers have in their interactions with UK charities.
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.