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.
Gatwick trial aims to improve boarding times
November 7, 2019The trial is seeking to improve the customer experience and reduce delays
Whirlpool under fire again for faulty dryers
November 7, 2019An investigation has found that the organisation tried to ‘silence’ affected customers and was slow to correct the problem
MPs slam banking IT failures
November 1, 2019Treasury Committee report criticises the level of IT failures at banks
QuickQuid collapses, leaving compensation claims up in the air
October 31, 2019The UK’s biggest payday lender has fallen into administration, leaving thousands of customers in limbo
Fake Amazon reviews risk misleading consumers
October 25, 2019Research by consumer group Which? found that Amazon is failing to prevent fake positive reviews
Ofgem outlines plans to tighten regulations for energy firms
October 25, 2019The move by the industry watchdog comes after a series of recent failures by suppliers
Three Mobile outage leaves customers frustrated
October 24, 2019A network outage affected tens of thousands of users
The rising cost of a poor people strategy
October 23, 2019We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment...
Shell to offset customer emissions at no cost
October 21, 2019Oil and gas giant will help customers reduce their CO2 footprint
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
October 18, 2019New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
BT back on the high street with customer service also returning to the UK
October 17, 2019Company to co-brand stores with EE and repatriate support centres
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
Blog, tips, research and updates…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me –…
The last stand of the call-centre worker
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience…
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.