Thought Leadership

This year is one of the most important yet for the UK tourism industry. But is it getting its customer service right?

We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the economy is more difficult, many businesses focus either on lowering prices to keep customers spending, or on cutting costs. Or both.

Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy

National Cusomer Service Week 2017 is approaching. Here is a new blog on why it is important to get involved in this event.

In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?

25 years after the UK’s Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.

What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?

Institute of Customer Service response to the Department for Business, Energy & Industrial Strategy’s Green Paper on Corporate Governance Reform

A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward

SSP’s global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily

Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges