The Team, Board & Vice Presidents
Our Directors form the executive leadership team responsible for the strategic direction and operational performance of The Institute.
The world is changing: businesses have an opportunity to rebuild a better future
We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in a way that meets a wider set of objectives to purely the financial ones.
Mission, Vision & Values
As the professional body for customer service we lead the way in setting service standards and supporting organisational and individual performance through delivering service excellence. We uphold the standards for…
About us
We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders…
Act now to rebuild consumer confidence and safeguard your organisation’s future
Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
Insight Consultancy
We focus on how customers determine success in their dealings with you – or your competitors. The insight we build helps you align your business goals with what your customers…
Bespoke Research
As well as the Research and Insight we publish as a member benefit, we undertake research projects on behalf of member organisations, to help them better understand their customers, the…
Research Hub
We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.