Consumer trust and big data
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?
Mind the gap
Employers are struggling to fill vacancies because they can't find people with sufficient 'customer handling skills'. But there is a solution
A qualified success
In a world where the war on talent is growing employers cannot find the right people with the right qualifications, skills and competences. What can be done?
FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
5 priorities for customer service leaders
Management expert Ken Blanchard reveals five service areas that have the power to shape great leaders
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.
6 ways to deliver premium customer service in the face of change
How to ensure your business stays on top of changing customer expectations and developing trends
5 structures for successful customer service
We consider the top factors identified by business leaders as instrumental in enabling excellent customer service
Engaging staff and customers
National Customer Service Week is your chance to highlight why customer service is important to you
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.