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…
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…
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…
Jayne is the Director of Central Operations at Marks & Spencer
This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Laithwaites Wine at their Gloucester headquarters. Jo Causon, The Institute’s CEO,…
We’re excited to unveil the launch of our Service Culture Index, the renamed and improved version of ServCheck - a more accessible, diagnosis tool for measuring your customer service culture…
James is Director General for the Enterprise Transformation Group at HMRC
There has been a lot of news recently about the growing number of young people not in employment, education or training, or ‘NEETs’. Recent figures suggest that there are almost…
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…
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether it’s the conflict in Iran, rising protectionism or supply chain…