In today’s increasingly complex financial service environment, organisations are facing new and evolving challenges. The rising cost of living has significantly shifted the way customers interact, leading to more emotionally…
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to…
Over the past week and a half, the conversation around tariffs has dominated headlines, amplifying the sense of uncertainty that many businesses are grappling with – and for UK organisations…
Our Annual General Meeting and Members' Meeting is an exclusive member-only event, providing a unique opportunity to network with top UK organisations and gain insights from best practices. It will…
Dame Irene Hays built her career in both local and central government. Now the owner of Hays Travel, Dame Irene has been Chair of the Hays Travel Group for 16…
A significant amount of coverage on the Spring Statement this week has focused on the difficult decisions the Chancellor has had to make and the uncertain environment in which she…
Our latest UK Customer Satisfaction Awards ceremony took place on 4Â March, 2025 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the…
We recently launched our Breakthrough Research Launch, 'Customer Service: Risk and Reputation'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the…
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…