Looking ahead – driving change for a stronger UK
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual –…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which…
Helen Luty, Head of Customer Experience, Landmark Information Group
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to gain the ServiceMark accreditation and the impact it has had…
Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and…
Paula Dawson, Head of Customer Support Services, UKSBS
“If you are passionate about customer experience and the part you can play in growing a Service Nation, this is an opportunity to hear from leading experts across a variety…
Catherine Petersen, Head of Property, Pet & Equine Claims Operations, NFU Mutual
“The package of insight, quality of speakers and sharing of best practice is both inspiring and motivating - I left the conference ready to put the learnings into action!” Catherine…
Lindsay Born, Head of Centre Management, Cambridge University Press and Assessment
“The quality of the speakers was outstanding - a real privilege to hear them speak and benefit from their experiences. This is by far the highest quality event that I…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month,…
A new financial year – let’s use it to reset for the challenges ahead
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it…