Introduction to Customer Journey Mapping (7 Jul 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…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses ā and the service industry has performed wonders to keep things going. Without doubt, the true…
Business Benchmarking: gathering additional customer insight
Our additional Business Benchmarking analysis enables you to make effective data-driven action-plans. It helps you dig deeper into the performance of different customer segments, makes sense of customer feedback and…
Continually upskilling our workforce is essential for our future as a service nation
Recent headlines bring into sharp focus that we are living through one of the mostĀ volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living…
UKCSI July 2022 Launch: member-exclusive webinar (5 Jul 2022)
Join us for the member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we share the highlights and analysis of the current state of customer satisfaction. Our…
Handling Challenging Interactions With Confidence (14 Jul 2022)
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions…
Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute's Head of Research and Insight, shared an…
Business Benchmarking: getting started with your survey
Business Benchmarking is a survey of your customers based on the UK Customer Satidfaction Index (UKCSI) and customer priorities. To make the best of your insight, we recommend using the…