An AI service concept straight out of a dystopian novel
Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for The Institute and our members. As these technologies continue to…
Alistair Lockhart-Smith
Alistair is an experienced Learning and Development expert with over 15 years’ experience in the design and delivery of bespoke training, projects, and programmes. He has a strong background in…
Service in regulated sectors: driving an enhanced customer experience through collaboration
With the first of many General Election leadership election debates airing on Tuesday, I’m sure there will be a great deal to think about ahead of ballot day, when we exercise our…
Breakthrough Research Launch: Leading the Service Nation?
Today we launched our Breakthrough Research Launch: Leading the Service Nation? Enabling business performance through customer service. Our CEO, Jo Causon, and Brian Weston, The Institute's Head of Research &…
APPG on Customer Service: ‘Building a Service Nation’ roundtable meeting
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
APPG on Customer Service: Regulated sectors, the need for minimum service standards and a focus on driving down exclusion: The role of customer service.
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
Leading by example: the public sector’s role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important because of the opportunity to apply learning across sectors, which…
Foundations in Customer Service Management – A certificate
Elevate your team's customer service with one of our most popular courses: a transformative two-day course designed to instil the mindset and skills of exceptional customer service professionals.  Join the…
Customer Service Impact – A certificate
Unlock the full potential of your customer service team with this Customer Service Impact training certificate. This comprehensive course equips participants with the tools to deepen customer relationships, effectively handle challenging interactions,…
Customer Service Essentials – A certificate
Elevate your team's customer service with one of our most popular courses: a transformative two-day course designed to instil the mindset and skills of exceptional customer service professionals.  Join the…