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…
Our duty of care in an age of extreme weather
In recent weeks, much of Britain has faced a blistering heatwave that saw the government issue guidance on how to stay safe in the hot weather. It seems we’re not…
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.