Open letter calling for better recording of crime statistics
Since we launched our Service with Respect campaign in July 2020 to highlight the alarming rise in abuse faced by customer service staff, we have gained over 260 organisational and…
Trusted Advisory Network Meeting – 12 September 2024
This meeting is exclusive to Trusted Advisory Network members of The Institute. David Dagger, Communications and Corporate Affairs Director and Toni Shergold, Head of Client Relationship Management will host…
Jacqueline Starr
Jacqueline Starr currently works as CEO at the Rail Delivery Group (RDG), and assumed this role on 1st December 2020.
Customer Experience Trends 2024 Webinar
As we enter the new year amidst another wave of uncertainty, now is a timely moment to reflect on the past year and re-evaluate the many challenges that lie ahead…
UKCSI January 2024 Launch: Member-exclusive webinar
Join us for the Member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we will share the highlights and analysis of the current state of customer satisfaction…
UKCSI Open Webinar (30 Jan 2024)
For our January 2024 UKCSI, we will be hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as…
Seeing the whole of customers’ needs – not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and…
How a holistic approach to customer experience can breathe life back into the high street
As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter – there is an opportunity for consumers to spend more…
Membership means Business
Whatever your organisation does, you can gain a huge advantage by keeping the needs of your customers at the forefront. We guide you to prioritise customer outcomes, gain insights into…
Consumer Duty
The FCA’s Consumer Duty standard encourages financial services firms to consider the needs of their customers. We help you focus on customer outcomes, understand your customers, and identify where to…