We have to get back to the top of our game in driving the service agenda
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
We can boost UK productivity if we put service at the heart of organisational purpose
The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards and achieving sustainable economic growth.
Embedding the learnings of National Customer Service Week all year round
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week. Once again, it proved a huge success with high levels of engagement from businesses around the country.
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Telcos need to upgrade their customer service connection
Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Organisations, and service, must not stand still through Brexit uncertainty
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Using your moral compass to set company direction
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.
The data challenge
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?
Gaining and maintaining trust is all about the right behaviours
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?