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Jo Causon returns to BBC Radio 5’s Wake up to Money
February 14, 2024The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again, to discuss the state...
Interview with The Telegraph: Why aren’t we being served?
February 12, 2024Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in...
How personalised experiences can shape the future
February 9, 2024The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this...
The last stand of the call-centre worker
February 5, 2024The Economist featured The Institute’s latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service...
People and good data remain key to personalised service
February 2, 2024The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both...
Customer Service Root Cause Analysis Video
February 1, 2024Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience by proactively understanding underlying issues,...
Response to UKRN consultation: UKRN Strategy 2024-27
January 31, 2024Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes...
UKCSI Open Webinar Jan 2024
January 30, 2024We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our...
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
January 29, 2024Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to...
It is mission critical to turn around the decline in UK customer satisfaction
January 29, 2024It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and...
Believe it or not, some companies still put their customers first
January 29, 2024The Observer featured a comment from Jo Causon around The Institute’s latest UK Customer Satisfaction Index (UKCSI), highlighting that companies...
Turning around the worrying decline in customer satisfaction
January 26, 2024Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but...
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Recording of Customer Experience Trends 2024 Webinar
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit…
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA…
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
In this webinar, we identified several key themes which we believe most leaders need to…
Service matters even more when things go wrong
There is never a good time for a business’s systems to go down, but outages at…
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