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Lockdown learnings: what’s emerged so far, and what does it mean for the future?
April 30, 2020The UK has been living in lockdown for more than five weeks now. But what have the learnings been so...
Inspirational stories: going above and beyond during crisis
April 30, 2020In the last few weeks, we have been inviting our members and wider network to share examples of great and...
Top tips for using The Institute’s Qualifications
April 29, 2020The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may...
Now is the time for leaders to take stock of learnings from the COVID-19 crisis
April 28, 2020As the lockdown continues, tensions will inevitably rise – and a shift in the public mood does seem likely. Businesses...
Practical advice for customer service and debt management during COVID-19
April 24, 2020Debt management is stressful: we have set out some essential practical points to consider to help you and your customers...
Keeping the customer relationship going and increasing lifetime value
April 21, 2020Organisations need to be consistent in their approach to how they communicate internally so that they can reach customer touch-points...
The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’
April 21, 2020We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers...
The COVID-19 pandemic has proven just how vital our service nation is
April 15, 2020Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become...
Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson
April 9, 2020How can you make the right decisions for your business in the face of uncertainty? What will that mean for...
How Institute membership can help your organisation during COVID-19
April 9, 2020Your membership of The Institute of Customer Service is a valuable resource that can help you deal with current challenges...
Innovative thinking necessary to navigate the COVID-19 crisis
April 8, 2020Organisations across all sectors will have huge sections of their workforce whose services – temporarily at least – they don’t...
Video: CEO Interview on deliver excellent customer service during these challenging times
April 7, 2020Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart...
Blog, tips, research and updates…
Third of UK customers will pay more for excellent service, despite cost-of-living crisis
A new report from The Institute of Customer Service reveals that UK consumers are more…
Utilities sector ranked least popular by customers as scandals mount
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a…
Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer…
Trends may come and go, but customer experience will always matter
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends…
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