How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
AI and the customer experience – moving beyond “either/or”
The debate in the business world and across the media around the impact of AI on customer service continues to rumble on. However, the discourse often fails to address the conversation with the depth of thought and nuance it requires. As with most things, it is never the panacea we might hope for, and it’s not either/or, it’s both – and the…
A customer-centric vision for UK growth
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment…
Trust is the cornerstone of resilience and long-term success
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we…
Learning from service failures for future success
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
