National Customer Service Week 2024 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
A time for optimism: the importance of service leadership for a return to growth
As National Customer Service Week draws to a close, I hope you have all found some time to reflect with your teams on their outstanding efforts, celebrate their successes, and…
Recording of our NCSW Webinar Top Tips on Writing Winning Awards Entries
To conclude a successful National Customer Service Week, we held an insightful session on top tips for crafting winning awards entries Hosted by David Dagger, Director of Communications & Corporate…
Mohsen Ghasempour
Dr. Mohsen Ghasempour is a distinguished expert in the field of artificial intelligence (AI) with a solid academic foundation, holding a PhD in Computer Science. Currently, Mohsen serves as the…
Breakthrough Research Launch: A Cultural Shift: How to Regulate to Improve Customer Service
Today we launched our Breakthrough Research Launch, āA Cultural Shift: How to Regulate to Improve Customer Serviceā.Ā Our CEO, Jo Causon, and Brian Weston, The Instituteās Head of Research & Insight, shared an overview of the recent research results followed by a panel discussion with sponsors from Cabot Financial, EON Next and Northumbrian Water. The Instituteās…
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Be bold and brave – Interview with Atif Rashid, Concentrix
Extract from Customer Focus Magazine: Issue 42 (Sept 2024) When in February the customer experience industry heard claims that the use of artificial intelligence (AI) was doing the equivalent work…
Dame Alison Rose, DBE
Alison is the former CEO of NatWest Group
Hannah Gibson
Hannah is the Chief Executive Officer of Ocado Retail and has spent the last 10 years at Ocado in a range of senior customer, commercial and technology roles. Most recently,…
Boosting productivity will be key to capitalising on the green shoots of economic recovery
The economic mood across the UK should be a more positive one, with last weekās data showing several improvements in many key areas of the economy. As I discussed onĀ Wake…
Taking a break? Holidays are good for you and your work performance
August is the peak holiday month when traditionally things slow down a little at work. More people are away and there are fewer meetings - making it a good time…