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Alice Maynard at the Institute of Customer Service's Annual Conference 2023

Annual Conference 2023 – Talk of the month

Each month, we will be featuring speakers from our previous Conferences, starting with our most Annual Conference 2023. These are available to Members only for a limited time. This month’s video features Dr Alice Maynard CBE, Non-Exec Director, FCA & Managing Director at Future Inclusion. Alice outlined how diversity across the public and private sector can…
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Benchmarking. Compare quality with competitor companies. Performance, quality, cost comparison. Development strategy. People standing near indicator improves company productivity and increases profits

Business Benchmarking Survey Results – Communications Guideline

If you are interested in communicating the results of your Business Benchmarking survey, we would be delighted to support you. To ensure consistency and alignment of messaging, we are sharing some handy guidelines on how to approach creating external and internal communications material.   Process   Any formal internal or external communications should be shared with the…
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Annual Conference 2023 – Talk of the month

Each month, we will be featuring speakers from our previous Conferences, starting with our most Annual Conference 2023. These are available to Members only for a limited time. This month’s video features Simon Roberts, CEO of Sainsbury’s. Simon shared his thoughts on how service professionals will play an essential role in creating sustainable success in…
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Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording

On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. This was followed by a panel of sponsors who discussed the research results in the context of their own…
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Business Benchmarking: getting started with your survey

Business Benchmarking is a survey of your customers based on the UK Customer Satidfaction Index (UKCSI) and customer priorities. To make the best of your insight, we recommend using the standard question set, so you can preserve the benchmark and effectively measure your CX performance against others in or outside your sector. Our Business Benchmarking…
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APPG

APPG on Service with Respect campaign (27 May 2021)

The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our last APPG meeting on 27 May, we discussed the abuse experienced…

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