Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
Becoming an organisation without boundaries
Customers don't just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It's a rising bar for all.
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
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?
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 Committee digital economy inquiry
Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.