Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular…
Service matters even more when things go wrong
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black…
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.Â
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…