Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled by the collective commitment to service excellence. This year was…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night marked the…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself:…
Reporting is crucial to protect all service workers from abuse
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to…
Businesses need to remain relevant in order to find growth
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and…
UKCSI January 2024 Launch: Member-exclusive webinar
Watch the January 2024 UK Customer Service Index webinar launch below, where our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, take us through the…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey
In an evolving business environment the need to prioritise customer service becomes crucial, as it enables businesses to overcome challenges and foster a loyal and happy customer base. Undergoing ServiceMark…