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Vodafone customers hit by bills of up to £10,000 following error
October 15, 2019Vodafone customers unable to reach operator after incorrect roaming charges applied
Millions of UK customers overcharged for home and car insurance
October 14, 2019Increased insurance premiums after renewals costing £200 extra per person a year on average
Thomas Cook customers may have to wait several weeks for refunds
October 10, 2019A large number of customers are unlikely to receive their money back before December
Prudential hit with large fine for misleading customers
October 4, 2019The FCA has fined the company for its failure to tell customers key facts
Monzo rethinks its Plus account
October 4, 2019The app-based bank’s fee-charging packaged account is no longer available to new customers
National Customer Service Week provides a focal point that should become business as usual
October 4, 2019A chance to embed positive change
New Virgin Atlantic Airbus hits luxury heights
October 3, 2019The new Airbus A350-1000 features an interior revamp and several innovative customer-friendly features
Half a million households and businesses experience slow broadband
October 1, 2019Ofcom has revealed that almost 2% of the population are affected by poor broadband connections
Nestle launches range of luxury KitKats
September 27, 2019Customers will be able to choose made-to-order bars available in 1,500 possible flavour combinations
Thomas Cook collapse causes chaos for customers
September 26, 2019The tour operator ceased trading on Monday, sparking disruption for some 150,000 UK holidaymakers
More than 1,400 restaurants close in year to end of June
September 20, 2019Both household names and independents are struggling in the current climate
Aldi continues its expansion
September 20, 2019The discounter supermarket is set to open a host of new stores as it continues to attract customers from rival...
Blog, tips, research and updates…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
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