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Fake Amazon reviews risk misleading consumers
October 25, 2019Research by consumer group Which? found that Amazon is failing to prevent fake positive reviews
Ofgem outlines plans to tighten regulations for energy firms
October 25, 2019The move by the industry watchdog comes after a series of recent failures by suppliers
Three Mobile outage leaves customers frustrated
October 24, 2019A network outage affected tens of thousands of users
The rising cost of a poor people strategy
October 23, 2019We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment...
Shell to offset customer emissions at no cost
October 21, 2019Oil and gas giant will help customers reduce their CO2 footprint
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
October 18, 2019New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
BT back on the high street with customer service also returning to the UK
October 17, 2019Company to co-brand stores with EE and repatriate support centres
Vodafone customers hit by bills of up to £10,000 following error
October 15, 2019Vodafone customers unable to reach operator after incorrect roaming charges applied
Millions of UK customers overcharged for home and car insurance
October 14, 2019Increased insurance premiums after renewals costing £200 extra per person a year on average
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
Blog, tips, research and updates…
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…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust…
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