Time for a re-think and re-set to save our Service Nation
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing…
Breakthrough Research: Technology and the Future of Customer Experience
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…
Resilience in the new environment
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…
In defence of hard decisions – how to cut service effectively
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…
Introduction to Customer Journey Mapping (19 Aug 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…
Introduction to Vulnerable Customers – Workshop for Managers (8 Aug 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…
UKCSI July 2022 Webinar Launch
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…
Service with Respect: new legislation
New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - came into force as of July 2022. The new legislation…
Trust Index
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…
The rise of vulnerability and exclusion: supporting customers through challenging times
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…