Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Customer satisfaction remains high with banks and building societies sector
June 24, 2019The sector is the third highest rated for customer satisfaction
Facebook announces launch of cryptocurrency
June 21, 2019Customers will be able to use currency through Facebook apps and more
Firms that overcharge loyal customers could face instant fines
June 20, 2019Providers that exploit loyal customers are in the firing line in the face of new government proposals
State pension projection blunder affects 360,000 people
June 18, 2019Error could mean people have planned retirement funds with inaccurate information
Customers steering clear of high street due to Brexit uncertainty
June 12, 2019Footfall at UK stores falls to its lowest point since January 2013
Services sector remains below average for customer satisfaction
June 11, 2019Latest UKCSI indicates more customers than ever have experienced problems with organisations in the sector
Customers overcharged by ÂŁ24 billion
June 6, 2019Citizens Advice calls for consumer compensation following overcharge findings
HMRC cracks down on imitation fraud
June 4, 2019Tax authority introduces controls to better protect tax-payers against spoofing crime
Broadband, phone and pay TV firms must tell customers about cheaper deals
May 31, 2019A new watchdog ruling aims to tackle ‘loyalty penalty’
Consumers wary of depositing large sums with challenger banks
May 29, 2019A survey indicates that 47% of digital-only customers keep less than ÂŁ1,000 in their accounts
Technology is driving exciting customer opportunities – but trust is still the key
May 28, 2019We 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, 2019We released a report which revealed that 64 per cent of the country cannot name a single organisation that they...
Blog, tips, research and updates…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green…
Events
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.