Invest now in the skills we need for the future
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November…
UKCSI Open Webinar (16 Feb 2023)
For our January 2023 UKCSI, we are hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our…
Webinar: Insight, Action and Impact: using insight to improve the customer experience
Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided examples of how they have used insight to understand their…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime…
Insight, Action and Impact: using insight to improve the customer experience (17 January 2023)
There have been significant shifts in customer attitudes and behaviours in the last 2 years. Expectations about organisations’ use of technology and data, environmental sustainability and ethical standards have increased, and many…
There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to the end of 2022, worker discontent is everywhere we look,…
Connecting Customers with Digital (31 January 2023)
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…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is no doubt that this Christmas, and for the…
No room for short-termism in leadership
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures. Of course, maintaining daily service levels and meeting financial targets…