Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.
The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.
Customers don't just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It's a rising bar for all.
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.