Maximising your membership
A key factor when it comes to making the most out of your membership is communicating with a range of different stakeholders within your organisation.  This is why we have…
A New Year’s resolution for businesses in every sector: protecting workers from abuse
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the…
A time to believe in customer service
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where…
Keeping service at the heart of the agenda in 2024
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline…
Recording of Customer Experience Trends 2024 Webinar
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights on the key customer experience trends in 2024 and beyond…
Customer service trends and predictions for 2024
In this report, we examine some of the issues and trends that will be significant for the customer experience environment in 2024 and highlight priorities that organisations need to consider.
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular…
Service matters even more when things go wrong
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black…
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.Â