Digitally disengaged differs from vulnerable
Home computers have now been with us for more than half a century, and their daily use has become a…
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with…
Response to Establishing a pro-innovation approach to regulating AI: AI Regulation Policy Paper
Institute of Customer Service response to the DCMS AI Regulation Policy Paper, āEstablishing a pro-innovation approach to regulating AIā.
Resetting our service nation
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both…
Reflecting on the service and leadership example set by Queen Elizabeth II
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem…
Time to pull our service nation together
It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their…
Queen Elizabeth II – A life of service
Today we pay our respects to Her Majesty Queen Elizabeth II. Our deepest sympathies are with the Royal Family at…
Response to Ofwatās consultation on the methodology for PR24
Institute of Customer Service response to Ofwatās consultation on the methodology for PR24.
Standing up for those who continue to put work first
As schools return and holiday season draws to a close for most workers, it is important that we, as service…
Connecting real empathy with technological efficiency
This week, we launched our latest insight report – “A Connected World? Ensuring the right blend of people and technology…
Donāt delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service ā and customers welcome…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at “breaking point”. Our CEO, Jo Causon,…
Events and Training
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.
