Taking an integrated approach to technology in service
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both…
APPG on Customer Service: Inaugural General Meeting
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. Following the change…
Handling Complaints Effectively
This course is designed to equip participants with the essential skills and knowledge for managing customer complaints proficiently and empathetically. Facilitated by our Academy experts, this interactive session targets individuals…
Raising customer satisfaction is key to boosting growth
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on…
Making 2025 a year of growth through optimism and service
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a…
Monica Mackintosh
As Commercial Director, Monica is passionate about shaping strategies that help organisations excel in customer service, ensuring they stay ahead in a rapidly evolving marketplace.
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging…
UKCSI Open Webinar (30 Jan 2025)
For our January 2025 UKCSI, we are hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our…
Nick Washer MA BSc FCMI CMgr Rear Admiral (Retired)
Nick Washer joined Nortal Solutions Limited, as the Global Head of Defence in Dec 24, having completed a 34 year career in the Royal Navy as a warfare officer. He…
Trading through tough times – the customer experience is key
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just the business challenges, but also the successes, innovations and ways…