We can boost UK productivity if we put service at the heart of organisational purpose
November 27, 2018The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity,...
Embedding the learnings of National Customer Service Week all year round
October 29, 2018Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service...
British Airways invest in staff training
October 25, 2018Multi-million pound investment will see staff reaching out to customers on the terminal floor
We have to get AI right from the outset, otherwise we’re building trouble for the future
October 3, 2018From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make...
Telcos need to upgrade their customer service connection
August 31, 2018Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in...
Morrisons launches ‘Customers First’ initiative
August 3, 2018Staff encouraged to adopt ‘drop the box’ policy
Businesses must resist short-term defensiveness in uncertain times
July 23, 2018The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into...
Banking customer satisfaction reaches record high
July 3, 2018The latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service reveals customer satisfaction with banks and building...
Amazon retains top spot for customer satisfaction as turmoil on the UK high street continues
July 3, 2018Amazon has retained the top spot in the UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer...
Organisations, and service, must not stand still through Brexit uncertainty
June 22, 2018It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand...
Using your moral compass to set company direction
May 25, 2018Customer satisfaction and transparency are what make a company a genuine ‘going concern’, but to build trust we would benefit...
The data challenge
April 18, 2018With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create...
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.