Organisations, and service, must not stand still through Brexit uncertainty
June 22, 2018It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand...
Using your moral compass to set company direction
May 25, 2018Customer satisfaction and transparency are what make a company a genuine ‘going concern’, but to build trust we would benefit...
The data challenge
April 18, 2018With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create...
Gaining and maintaining trust is all about the right behaviours
April 4, 2018The Institute’s latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are...
Celebrating award-winning customer service
March 5, 2018Thirteen organisations from a variety of UK industries have been unveiled as the country’s best for customer service at the...
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
February 26, 2018Institute of Customer Service response to the FRC consultation on corporate governance.
A sticking plaster doesn’t fix a broken leg
February 9, 2018Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It’s a little...
Amazon on top again for customer satisfaction
January 19, 2018Amazon has retained the top spot for the fifth consecutive time in the UK Customer Satisfaction Index (UKCSI), published today...
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
January 10, 2018Institute of Customer Service response to Consumer Council for Water’s Draft Forward Work Programme for England and Wales, 2018-2021
Purpose and personalisation – two keywords for 2018
January 8, 2018As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals...
A time for giving: Macmillan is top charity for satisfying customers and donors
December 21, 2017A new report from The Institute reveals that Macmillan has secured top spot amongst UK charities, based on the experiences...
Service agenda holds up in tough 2017, but 2018 will be tougher still
December 19, 2017As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with...
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.