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
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
AI in Customer Service â incremental, not yet transformational
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service. For all the hype however, our latest breakthrough research reveals that its current impact remains more incremental than transformative. Perhaps most starkly, only 24% of employees believe their organisation has seen a return on investment in AI to date. This…
Listening to customers is key as consumer behaviours change
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and…
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for âbuy now, pay laterâ (BNPL)…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
