Leadership for challenging times starts on the frontline
As part and parcel of being CEO of a membership organisation, I am often invited to speak at events and boardrooms, which I always enjoy and see as a great…
From online to the high street – why service provides the edge
It’s no secret that retail has had a difficult few years, particularly on the high street. I was therefore interested to read about the clothing brand Hush and its plans…
Recording of our NCSW Award Entries – Top Tips Webinar
Ahead of National Customer Service Week 2026, we hosted an engaging session on strategies for creating standout awards entries. This webinar brought together David Dagger, Director of Communications & Corporate…
Member Experience Day – M&S (12 Nov 2026)
This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Marks & Spencer at their Chester offices. Join us for this…
What really makes a good CEO?
I must admit I was intrigued to come across the Financial Times’ new CEO Performance Ranking this week. The FT’s interactive tool allows you to give different weighting to different aspects…
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…