Consumer trust and big data
March 22, 2016What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it...
Mind the gap
March 21, 2016Employers are struggling to fill vacancies because they can’t find people with sufficient ‘customer handling skills’. But there is a...
A qualified success
March 18, 2016In a world where the war on talent is growing employers cannot find the right people with the right qualifications,...
FCA consultation on transparency in general insurance markets
March 4, 2016Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance...
5 priorities for customer service leaders
February 1, 2016Management expert Ken Blanchard reveals five service areas that have the power to shape great leaders
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
November 18, 2015The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.
6 ways to deliver premium customer service in the face of change
October 15, 2015How to ensure your business stays on top of changing customer expectations and developing trends
5 structures for successful customer service
October 14, 2015We consider the top factors identified by business leaders as instrumental in enabling excellent customer service
Engaging staff and customers
October 5, 2015National Customer Service Week is your chance to highlight why customer service is important to you
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
September 21, 2015UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from...
Why you should enter the UK Customer Satisfaction Awards
September 3, 2015Are you being recognised for great customer service? You should be.
Customer complaints see 8-fold rise on social media
July 27, 2015One in four social media users in the UK used platforms such as Facebook, Twitter, Instagram or Google+ to make...
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.