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Customer satisfaction plunges as AI chatbots take charge
January 23, 2024Our CEO Jo Causon gives comment to The Telegraph as The Institute’s latest UK Customer Satisfaction Index (UKCSI) shows another...
Trends may come and go, but customer experience will always matter
January 19, 2024The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. Whilst spending data released this...
What leaders should learn from the Post Office scandal
January 12, 2024Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and...
A New Year’s resolution for businesses in every sector: protecting workers from abuse
January 5, 2024Happy new year to everyone. I hope you had a restful break after a busy service season. January is a...
Time to tackle abuse of insurance staff
January 4, 2024Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement...
A time to believe in customer service
December 22, 2023At this time of year, I’m reminded of a Christmas classic, The Polar Express – the story of a magical...
Keeping service at the heart of the agenda in 2024
December 19, 20232023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a...
The return of cash is a reminder to stay flexible and customer focused
December 15, 2023When it comes to service excellence, it’s interesting how quickly new technology becomes commonplace and makes us forget about the...
Webinar: 100th Head to Head with Kate Syred (Direct Line Group)
December 15, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Recording of Customer Experience Trends 2024 Webinar
December 12, 2023Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights...
Cross-sector consistency is key to unlocking the value of customer service
December 8, 2023The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis...
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
December 6, 2023In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers...
Blog, tips, research and updates…
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Metro Bank users conned out of thousands by sophisticated scam
Customer satisfaction with automotive sector stays above average
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