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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.
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...
Blog, tips, research and updates…
Tech and customer service – the code to getting it right
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state…
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…
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