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Complex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave here in the UK. We are not yet into July,…
Professional Development Pathway
Explore the pathway to understand the roles, skills, qualifications and development opportunities that support excellence in customer service, customer experience and service leadership.
Seizing Britain’s summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the Edinburgh Fringe and, of course, the World Cup. I’ll confess…
The ‘lost generation’ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million young people not in work, education, or training (NEETs). That…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is a clear reflection on the impact of climate change! The…
The King’s Speech is only a start – now policy must pass the service test
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and…
Unless we think long-term, Britain will be stuck in Groundhog Day
There’s something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being coloured in, and a familiar chorus of: "What does this…
Service Culture Index Launch Webinar
The Institute is pleased to introduce the newly relaunched Service Culture Index (formerly ServCheck), an independent benchmark designed to help organisations understand and strengthen their service culture at its core…
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why…