Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar was presented by Rob, one The Institute’s Learning and Development Consultants, who explored the following themes: The latest research from…
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head of Academy and provided an overview of the Academy’s training…
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides us. At a time when political polarisation dominates headlines, this…
This week’s latest inflation figures from the Office for National Statistics have issued a timely reminder of the difficult road ahead for our UK organisations and the economy overall. Inflation rose to 3.8% in July, up from 3.6% the month before and…
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently though, patterns have started to shift. A survey in July…
As we move through the height of summer, it’s not just the staggering heat that’s taking some adjusting to. The end of the first fiscal quarter makes this a critical moment of reflection and recalibration for many businesses, as business…
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet to see it return to pre-pandemic and pre-financial crisis levels. While many factors are undoubtedly contributing to this stagnation, it…
Despite summer arriving in earnest, the business and economic outlook paints a mixed forecast. New figures reveal significant challenges in the UK jobs market, with a sharp slowdown in hiring showing that we may have a long road ahead of…
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the Academy’s training programmes, shared real-life case studies from member organisations, highlighted the key benefits members receive and hosted a Q&A…
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to a productive and growing economy. Between the usual economic headlines…