Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving…
Assessor Quality Assurance and Skills Development Forum (26 Sep 2024)
The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute…
QPM Best Practice & Networking Forum (26 Sept 2024)
The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members…
UK Customer Satisfaction Awards – Winners 2024
Our latest UK Customer Satisfaction Awards ceremony took place on 12 March, 2024 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating…
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…