UK tourism has a massive opportunity if it can get service right
August 9, 2017This year is one of the most important yet for the UK tourism industry. But is it getting its customer...
Organisations need to hold their nerve and stick to a service agenda
July 12, 2017We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the...
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
June 16, 2017Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Demonstrating your commitment to customer service
June 7, 2017National Cusomer Service Week 2017 is approaching. Here is a new blog on why it is important to get involved...
Let’s not sleepwalk into a business leadership crisis
May 30, 2017In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK...
Linking corporate governance to customer service is more important than ever
May 15, 201725 years after the UK’s Corporate Governance Code was introduced there is no doubt it has had a positive effect....
Why artificial intelligence & robotics should be embraced and not feared
April 26, 2017What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
BEIS consultation on the Green Paper on Corporate Governance Reform
February 15, 2017Institute of Customer Service response to the Department for Business, Energy & Industrial Strategy’s Green Paper on Corporate Governance Reform
Amazon tops the charts for satisfied customers
January 18, 2017For the second year running, Amazon is the organisation with the highest levels of customer satisfaction in the country, according...
Customer satisfaction rise underpins Tesco financial recovery
January 18, 2017Tesco is today revealed as the most improved UK supermarket, with the company’s upsurge in financial fortunes driven by a...
CMA consultation on The Retail Banking Market Investigation Order 2017
December 22, 2016Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer satisfaction in the automotive industry is on the up, but businesses urged to ‘get it right first time’
July 27, 2016The latest UKCSI gives the UK’s automotive industry an overall customer satisfaction rating of 78.9 out of 100, 0.6 points...
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.