It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We…
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the…
Watch the UK Customer Service Index July 2023 webinar launch below. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results…
Sara Herrington, Head of Customers, and Adam Clark, Executive Director of Customers discuss the benefits of organisational membership and the impact of Business Benchmarking, ServCheck and ServiceMark on their service…
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and professional development. Lydia also explains how undertaking the Institute's FirstImpressions…
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to…
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: Governance and the Voice of the Customer. Corporate governance is under the spotlight as never before amidst…
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science,…
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…