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Stormy conditions ahead?
February 16, 2024Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it...
Response to Ofwat consultation: Strengthening protections for customers in the Business Retail Market
February 15, 2024Institute of Customer Service response to Ofwat’s consultation on strengthening protections for customers in the Business Retail Market.
Head to Head with Mike Gauterin (United Utilities)
February 15, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
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Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers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...
Blog, tips, research and updates…
BIS Committee digital economy inquiry
Employee engagement: how it affects the customer experience
7 factors influencing the future of customer service measurement
Consumer trust and big data
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