National Customer Service Week 2022 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week. We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated…
Making the most of membership: internal communications
To help you make the most of your membership, we have collated some useful resources below, which you may want to use in your internal communications. Some member benefits are…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…
Time to move forward and build for the future
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19…
Annual Conference
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Strong judgement will be key to capitalising on the recent rise in confidence
Two sets of figures caught my eye last week. Recent data from GfK show consumer confidence has risen to its strongest level in two years, while August has seen a boost in services…
Reviving the high street relies on more than physical renewal
A case was made in the Financial Times recently for a plan to save our high street, built on the creation of a new “National Trust” to spark a change…
Customer Service Trends & Predictions for 2027 Webinar (9 Dec 2026)
2027 is set to bring continued change and new challenges for customer service, customer experience and the wider business environment. Our Customer Experience Trends 2027 webinar will explore the key…
From skills to service: why local empowerment matters
Less than two weeks into a new era of British politics, former Prime Minister Harold Wilson’s words remain enduring: a week is a long time in politics. Recent polling has…
The path to rebuilding momentum in improving customer satisfaction
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and where to focus over the coming months will become increasingly…