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…
Defining leadership
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them,…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed…
Supporting our people should be a business priority, year-round
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts promoting the cause, I am struck by just how far…