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…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and…
UKCSI January 2024 Launch: Member-exclusive webinar
Watch the January 2024 UK Customer Service Index webinar launch below, where our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, take us through the…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey
In an evolving business environment the need to prioritise customer service becomes crucial, as it enables businesses to overcome challenges and foster a loyal and happy customer base. Undergoing ServiceMark…
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…