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
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Scams necessitate working with customers to sustain trust
This week, The Institute published research showing one in three UK consumers (31%) have abandoned an online purchase because they were concerned a website wasn’t genuine. While that’s a sign that scams are no longer just an inconvenience or a reputational risk, it’s also much more than that. It’s clear that fraudsters are now hitting the bottom line in a…
The urgent AI question boards need to answer
AI is fast evolving into an existential question for boardrooms. Improving staff productivity and making better use of company resources…
What really makes a good CEO?
I must admit I was intrigued to come across the Financial Times’ new CEO Performance Ranking this week. The FT’s interactive…
When we ask our customers a question, we owe them an answer
I wanted to reflect on something slightly different this week: journalist Simon English’s commentary on polling, which argues that organisations…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
