Introduction to Customer Journey Mapping (27 Jan 2023)
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…
UKCSI Launch: member-exclusive webinar (24 Jan 2023)
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…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges…
Let’s end our love affair with the short-term and focus on future building
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting…
Maintaining focus on the long-term is the only way out of the ‘permacrisis’
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim…
Introduction to Customer Journey Mapping (7 December 2022)
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…
The true value of trust is not a simple equation
This week we launched our Trust Indexâ„¢, an in-depth and independent evaluation of the true drivers and value of trust amongst British brands. Trust is high on the news agenda. And…
Webinar Recording: Trust Index Product Launch
On 1st November, we hosted a member-exclusive webinar to launch our new Trust Index. Jo Causon, the Institute's CEO, set the scene and highlighted our latest polling data on trust,…
Introduction to Vulnerable Customers – Workshop for Managers (19 Dec 2022)
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…
APPG on Customer Service: Technology, Exclusion and Customer Service
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…