Our latest Breakthrough Research, 'Long Live Customer Experience - How to Prepare for a Disruptive Future', looked at how the customer experience environment will evolve in the next 10 years and what this means for customers, employees and organisations. Our…
We recently launched our Breakthrough Research Launch, 'Boiling Point - Customer Service in the Age of Climate Change'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Director of Research and Member Propositions, shared an overview of the recent research…
We recently launched our Breakthrough Research Launch, 'Hype or Reality? How AI is impacting customer service, productivity and governance'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Director of Research and Member Propositions, shared an overview of the recent…
We recently launched our Breakthrough Research Launch, 'Engaging the Workforce of Tomorrow'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the recent research results followed by a panel discussion with…
We recently launched our Breakthrough Research Launch, 'Customer Service: Risk and Reputation'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the recent research results followed by a panel discussion with sponsors…
Today we launched our Breakthrough Research Launch, 'A Cultural Shift: How to Regulate to Improve Customer Service'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the recent research results followed by…
Today we launched our Breakthrough Research Launch: Leading the Service Nation? Enabling business performance through customer service. Our CEO, Jo Causon, and Brian Weston, The Institute's Head of Research & Insight, shared an overview of the recent research results followed…
On 20 September, we revisited our Breakthrough Research : The Customer Service Dividend Revisited. Brian Weston, The Institute's Head of Research and Insight, and CEO Jo Causon shared an overview of the recent research results. During this launch, we examined…
On 24 March, we launched our Breakthrough Research on Building the Service Nation: Changing Perceptions about The Profession of Customer Service. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the recent research results. We discussed…
On 24 August, we launched our Breakthrough Research on technology and the future of customer experience. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the recent research results. This pan-sector research investigates how technology and applications are impacting…