State pension projection blunder affects 360,000 peopleJune 18, 2019
Error could mean people have planned retirement funds with inaccurate information
Customers steering clear of high street due to Brexit uncertaintyJune 12, 2019
Footfall at UK stores falls to its lowest point since January 2013
Services sector remains below average for customer satisfactionJune 11, 2019
Latest UKCSI indicates more customers than ever have experienced problems with organisations in the sector
Customers overcharged by £24 billionJune 6, 2019
Citizens Advice calls for consumer compensation following overcharge findings
HMRC cracks down on imitation fraudJune 4, 2019
Tax authority introduces controls to better protect tax-payers against spoofing crime
Broadband, phone and pay TV firms must tell customers about cheaper dealsMay 31, 2019
A new watchdog ruling aims to tackle ‘loyalty penalty’
Consumers wary of depositing large sums with challenger banksMay 29, 2019
A survey indicates that 47% of digital-only customers keep less than £1,000 in their accounts
Technology is driving exciting customer opportunities – but trust is still the keyMay 28, 2019
We have recently published an important piece of research that looks at the extent to which organisations are managing to...
CityAM: GDPR is one year old, but has it helped business or eroded trust?May 24, 2019
We released a report which revealed that 64 per cent of the country cannot name a single organisation that they...
New railway timetable launched following torrid yearMay 24, 2019
Train companies have stepped up efforts to minimise disruption from rescheduling in light of the worst year on record for...
Customer satisfaction with the telecommunications and media sector still lowMay 24, 2019
Overall customer satisfaction has improved by 0.2 points year-on-year, but this is still 3.3 points below the UK all-sector average
Metro Bank says customers ‘money safe’ after WhatsApp rumourMay 23, 2019
Rumours circulating on WhatsApp sparked panic and queues at some London branches as customers rushed to withdraw money
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.