In the face of a storm, let’s not abandon our strongest defences
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or…
Measuring What Matters (16 Sept 2022)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
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…