The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
Top Tips on Writing Winning Awards Entries
Are you eager to be recognised for your outstanding customer satisfaction efforts at the Institute's UK Customer Satisfaction Awards? Join us for an insightful webinar that will equip you with the knowledge and inspiration you need to craft your…
Customer Service Skills now and for the future
Digitisation and changing technology, customer needs and behaviours mean that people working in customer service require broader skills and capabilities. Problem-solving, commercial judgement and data analytics are some of the key skills required to succeed in an ever-evolving landscape. Similarly,…
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An omni-channel approach gives customers the choice they want
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…
Giving careers in service the respect they deserve
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our society as a stopgap, a steppingstone to other careers or roles or jobs that ‘anyone can do’. Sadly, it is…
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…