5 opportunities for growth within the retail sector
May 31, 2016The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked...
What Leicester City can teach us about delivering awesome customer experiences
May 13, 2016Can customer service leaders learn from Leicester City’s triumph?
CMS Committee inquiry on cyber security
April 19, 2016Institute evidence to the Culture, Media and Sport Committee inquiry – Cyber security: Protection of personal data
BIS Committee digital economy inquiry
April 14, 2016Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
Employee engagement: how it affects the customer experience
April 13, 2016Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their...
7 factors influencing the future of customer service measurement
March 29, 2016The Institute’s research reveals a number of areas that organisations should measure to gauge customer satisfaction levels
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.
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.