Our Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. It attracts the biggest speakers from a range of industries. It is…
AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in the rapidly developing technological field. Love it or hate it,…
Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders across the UK are feeling more confident about our nation’s…
The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the…
Our latest UK Customer Satisfaction Awards ceremony took place on 7 March 2023Â at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the…
On 24 March, we launched our Breakthrough Research on Building the Service Nation: Changing Perceptions about The Profession of Customer Service. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. We discussed the extent to which customer service is seen as a profession with defined skills, standards…
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to…
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…