The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the…
Our latest UK Customer Satisfaction Awards ceremony took place on 7 March 2023Â at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the…
On 24 March, we launched our Breakthrough Research on Building the Service Nation: Changing Perceptions about The Profession of Customer Service. Brian Weston, The Institute's Head of Research and Insight,…
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to…
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…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
This week’s headlines have been filled with news of widespread supply shortages across UK businesses. I’m sure many of you have popped into a supermarket recently and been met with…
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Profession of Customer Service. The profession of Customer Service has evolved and expanded to include a range…