Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: Technology and the Future of Customer Experience. This pan-sector research examines the role of technology in shaping the…
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across…
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling…
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 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…
Watch the UK Customer Service Index July 2022 webinar launch below ?. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest…
New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - have come into force as of July 2022. The new…
Trust is fundamental to driving satisfaction and loyalty with your customers. The external business environment is more complex, and trust is becoming increasingly important, but harder to sustain. The uncertainty…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic…
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…