Let’s not sleepwalk into a business leadership crisis
May 30, 2017In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK...
Linking corporate governance to customer service is more important than ever
May 15, 201725 years after the UK’s Corporate Governance Code was introduced there is no doubt it has had a positive effect....
Why artificial intelligence & robotics should be embraced and not feared
April 26, 2017What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
BEIS consultation on the Green Paper on Corporate Governance Reform
February 15, 2017Institute of Customer Service response to the Department for Business, Energy & Industrial Strategy’s Green Paper on Corporate Governance Reform
Amazon tops the charts for satisfied customers
January 18, 2017For the second year running, Amazon is the organisation with the highest levels of customer satisfaction in the country, according...
Customer satisfaction rise underpins Tesco financial recovery
January 18, 2017Tesco is today revealed as the most improved UK supermarket, with the company’s upsurge in financial fortunes driven by a...
CMA consultation on The Retail Banking Market Investigation Order 2017
December 22, 2016Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer satisfaction in the automotive industry is on the up, but businesses urged to ‘get it right first time’
July 27, 2016The latest UKCSI gives the UK’s automotive industry an overall customer satisfaction rating of 78.9 out of 100, 0.6 points...
Can you regulate for customer service?
July 14, 2016A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Adapting to changing customer needs
July 4, 2016SSP’s global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models...
BIS consultation on Tipping, Gratuities, Cover and Service Charges
June 27, 2016Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
APPG for Education Inquiry: Do schools prepare young people for their future careers?
June 13, 2016The Institute of Customer Service’s evidence to the APPG for Education Inquiry: Do schools prepare young people for their future...
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.