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
The hidden toll on UK productivity â how ending customer abuse is not just a moral imperative, but a business necessity
The challenge surrounding UK productivity is something weâre all acutely aware of. Despite the years that have passed, weâre yet to see it return to pre-pandemic and pre-financial crisis levels. While many factors are undoubtedly contributing to this stagnation, it is clear from its persistence that we havenât collectively gotten to grips with the underlying causes. One issue that continues…
Customer service is a key âdriverâ in the auto buying process
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And…
AI and the customer experience â moving beyond âeither/orâ
The debate in the business world and across the media around the impact of AI on customer service continues to…
A customer-centric vision for UK growth
The Governmentâs Spending Review this week marked a key moment in shaping our national economic strategy, and its ÂŁ113bn commitment…
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.
