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.
5 structures for successful customer service
October 14, 2015We consider the top factors identified by business leaders as instrumental in enabling excellent customer service
Engaging staff and customers
October 5, 2015National Customer Service Week is your chance to highlight why customer service is important to you
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
September 21, 2015UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from...
Why you should enter the UK Customer Satisfaction Awards
September 3, 2015Are you being recognised for great customer service? You should be.
Customer complaints see 8-fold rise on social media
July 27, 2015One in four social media users in the UK used platforms such as Facebook, Twitter, Instagram or Google+ to make...
Cabinet Office Consultation on a new Public Service Ombudsman
June 16, 2015Institute of Customer Service response to the Cabinet Office Consultation ‘A Public Service Ombudsman’
Is it really important for brands to listen to customers?
June 1, 2015The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart...
Ideal Queen’s Speech: recognise importance of good customer service
May 27, 2015What’s really needed from the Queen’s speech
Bridging the customer service skills gap for prosperity
May 26, 2015The Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness
Switch in a week legislation comes into play
May 26, 2015On the 16th September the Payments Council launched a new -‘7- day Switch’- account switching service (also called the Current...
Post-election: focusing politicians on customer service
May 8, 2015The election campaign has shown many themes across the parties that are very revealing of politicians thinking when it comes...
Jo Causon looks at some of the trends emerging in 2015
February 9, 2015Key trends that had started to emerge in 2014 and how we believed they will develop throughout 2015.
Blog, tips, research and updates…
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…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors –…
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.