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
Expect the unexpected in 2026
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026, I donât expect it to be any different. The good news for business is that we have become accustomed to dealing with uncertainty; the bad news is that we simply cannot predict what further surprises may come. Agility, flexibility and…
Resilience is the service watchword for 2026 and beyond
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you…
Upskilling the nation to drive economic growth
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce,…
The Budget will have an impact. Itâs how we respond that matters
For weeks, the chatter around Wednesdayâs budget has been hard to avoid. Now that the Chancellorâs speech has passed, businesses…
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.
