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The Future of Customer Service: A study of key trends and challenges facing customer service in the UK

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This report gives members considerable food for thought in the key areas of recruiting and developing the right people and the key role of technology in facilitating excellent service.

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One of the Institute’s key objectives is to provide service leadership with a focus on commissioning research and promoting leading edge thinking. It is imperative that the Institute is fully abreast of predictions, trends and developments in customer service provision in the UK and in the wider arena. This wide-ranging survey – ‘The Future of Customer Service’ – undertaken with Bain & Company (one of our Founder Council Members) is therefore an important step in this process. The findings of this joint survey, and other research the Institute will commission, will have considerable strategic and operational implications for the delivery of service excellence over the coming decade.


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