Introduction to Customer Journey Mapping
In the current environment many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
Introduction to Effective Complaints Handling – Workshop
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
UKCSI January 2022 Webinar Launch
Watch the UKCSI webinar launch below ?. The Institute's Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the January 2022 UKCSI results. In this…
Customer Experience – Measuring What Matters (17 Feb 22)
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…
UKCSI January 2022 Launch: member-exclusive webinar
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…
Open letter calling for action to end abuse of public-facing workers
Since July 2020, we have been campaigning to stop the abuse of frontline workers. Our Service with Respect campaign has gained over 200 organisational and parliamentary supporters in that time…
Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and…
Customer Experience – Measuring What Matters (14 Jan 22)
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…
Customer Experience – Measuring What Matters (26 Jan 22)
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…
Introduction to Customer Journey Mapping (9 Dec 21)
In the current environment, many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…