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…
National Customer Service Week
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
Annual Conference
Tickets
The King’s Speech is only a start – now policy must pass the service test
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and…
Unless we think long-term, Britain will be stuck in Groundhog Day
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…
Service Culture Index Launch Webinar
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…
Human judgement remains critical in an AI world
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…