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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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