ROI Toolkit
The ROI Toolkit is a set of tools, methodologies and case studies to help customer service leaders and professionals demonstrate the return on investment in customer service by identifying appropriate…
Customer Experience Trends 2025 Webinar
As we step into the new year amid another wave of uncertainty, this is an ideal time to look back on the past year and reassess the numerous challenges that…
Professional Qualifications
Whether your goal is to upskill employees across core competencies or to build a coaching culture within your organisation, our suite of professional qualifications provides you with the tools you…
Bespoke Training
Boost your organisation's service capabilities with one of our bespoke training solutions. With nearly 30 years' experience in delivering customer service training to some of the UK’s biggest brands, we…
A long-term view in the face of short-term uncertainty
As we enter the closing months of the year, we hopefully are doing so on a stronger footing, owing to a number of welcome signs of growth. This week, it…
Burns Night Celebration – Member Event
Join Jo Causon, CEO of The Institute, along with senior members of the team, for an annual celebration remembering the life, works, and spirit of the great Scottish poet…
Service and growth go hand in hand
Following our call for optimism this time last week, it was good to hear the more positive ‘mood music’ following the Government’s investment summit held on Monday. There was good…
National Customer Service Week 2024 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
A time for optimism: the importance of service leadership for a return to growth
As National Customer Service Week draws to a close, I hope you have all found some time to reflect with your teams on their outstanding efforts, celebrate their successes, and…