Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Thomas Cook customers may have to wait several weeks for refunds
October 10, 2019A large number of customers are unlikely to receive their money back before December
Prudential hit with large fine for misleading customers
October 4, 2019The FCA has fined the company for its failure to tell customers key facts
Monzo rethinks its Plus account
October 4, 2019The app-based bank’s fee-charging packaged account is no longer available to new customers
National Customer Service Week provides a focal point that should become business as usual
October 4, 2019A chance to embed positive change
New Virgin Atlantic Airbus hits luxury heights
October 3, 2019The new Airbus A350-1000 features an interior revamp and several innovative customer-friendly features
Half a million households and businesses experience slow broadband
October 1, 2019Ofcom has revealed that almost 2% of the population are affected by poor broadband connections
Nestle launches range of luxury KitKats
September 27, 2019Customers will be able to choose made-to-order bars available in 1,500 possible flavour combinations
Thomas Cook collapse causes chaos for customers
September 26, 2019The tour operator ceased trading on Monday, sparking disruption for some 150,000 UK holidaymakers
More than 1,400 restaurants close in year to end of June
September 20, 2019Both household names and independents are struggling in the current climate
Aldi continues its expansion
September 20, 2019The discounter supermarket is set to open a host of new stores as it continues to attract customers from rival...
Most and least reliable cars revealed
September 19, 2019A survey of 18,000 UK car owners reveals the reliability of certain models and brands
Retail parks attract more shoppers amid continued drop in high street footfall
September 13, 2019Retail parks saw a 1% increase in shoppers in August, but high street footfall fell by 1.9%
Blog, tips, research and updates…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story…
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.