Today we launched our Breakthrough Research Launch, 'A Cultural Shift: How to Regulate to Improve Customer Service'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight,…
Our member-exclusive Train the Trainer programme is designed to empower organisations to internally deliver high-impact training sessions from The Institute’s certificate courses. By equipping your in-house trainers with advanced teaching…
Professionalise your service offering with our high-quality training programmes, available exclusively to our organisational members. Choose from our comprehensive suite of workshops and courses, or we can develop new content…
Extract from Customer Focus Magazine: Issue 42 (Sept 2024) When in February the customer experience industry heard claims that the use of artificial intelligence (AI) was doing the equivalent work…
Alison is the former CEO of NatWest Group
Hannah is the Chief Executive Officer of Ocado Retail, a joint venture between Marks and Spencer and Ocado Group that provides industry-leading service in online grocery delivery. She has worked…
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake…
August is the peak holiday month when traditionally things slow down a little at work. More people are away and there are fewer meetings - making it a good time…
Looking for an opportunity to recognise your outstanding customer satisfaction efforts? Join us for an insightful webinar that will equip you with the knowledge and inspiration you need to…
While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this week is very much focused on action and delivery. The King’s…