Let’s not sleepwalk into a business leadership crisis
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
Linking corporate governance to customer service is more important than ever
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
Why artificial intelligence & robotics should be embraced and not feared
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
Can you regulate for customer service?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
BIS consultation on Tipping, Gratuities, Cover and Service Charges
Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
5 opportunities for growth within the retail sector
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
CMS Committee inquiry on cyber security
Institute evidence to the Culture, Media and Sport Committee inquiry - Cyber security: Protection of personal data
BIS Committee digital economy inquiry
Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels