Let’s ‘lean in’ to a new financial year with confidence
Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders across the UK are feeling more confident about our nation’s…
Introduction to Vulnerable Customers – Workshop for Managers (12 June 2023)
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…
Me, myself and AI
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…
UK Customer Satisfaction Awards – Winners 2023
Our latest UK Customer Satisfaction Awards ceremony took place on 7 March 2023 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the…
Breakthrough Research: Changing Perceptions about The Profession of Customer Service – webinar recording
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,…
Building the four pillars of a Service Nation
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…
An alternative way to consider ESG
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…
Connecting Customers with Digital: 18 May 23
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…
Customer Journey Mapping: 12 May 23
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…
Supply chain issues show we need a reset of expectations
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…