Today we launched our Breakthrough Research Launch, 'A Cultural Shift: How to Regulate to Improve Customer Service'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the recent research results followed by…
Today we launched our Breakthrough Research Launch: Leading the Service Nation? Enabling business performance through customer service. Our CEO, Jo Causon, and Brian Weston, The Institute's Head of Research & Insight, shared an overview of the recent research results followed…
On 20 September, we revisited our Breakthrough Research : The Customer Service Dividend Revisited. Brian Weston, The Institute's Head of Research and Insight, and CEO Jo Causon shared an overview of the recent research results. During this launch, we examined…
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…
On 24 August, we launched our Breakthrough Research on technology and the future of customer experience. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the recent research results. This pan-sector research investigates how technology and applications are impacting…
On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the recent research results. This was followed by…
We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared vision of the future. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through…
Watch the UKCSI webinar launch below ?. The Institute's Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the July 2021 UKCSI results. In this UKCSI, we assess how customer experience, behaviours and preferences have…
Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was…
Watch the webinar launch of the UKCSI January 2021 below. The Institute's Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is at its lowest level since July 2015. Download the…