Seeing the whole of customers’ needs – not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and…
How a holistic approach to customer experience can breathe life back into the high street
As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter – there is an opportunity for consumers to spend more…
Membership means Business
Whatever your organisation does, you can gain a huge advantage by keeping the needs of your customers at the forefront. We guide you to prioritise customer outcomes, gain insights into…
Consumer Duty
The FCA’s Consumer Duty standard encourages financial services firms to consider the needs of their customers. We help you focus on customer outcomes, understand your customers, and identify where to…
Why it’s time to snap out of crisis mode
It’s that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we are feeling the first cold pinch of winter. Changing seasons…
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.
Engagement from the top down: Learnings from National Customer Service Week
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website traffic and social engagement to date) as business leaders and…
Workshops
Fuel your team's success with our interactive workshops, which can be tailored and delivered exclusively for your organisation (virtually or physically), or booked via our scheduled open courses available to all…
Recording of Customer Service Skills now and for the Future – follow up session
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored…
UKCSI Open Webinar Recording
Our most recent Open UKCSI webinar, open to members and non-members alike, covered the same elements as our member-exclusive launch webinar last 11 July. We shared the highlights and analysis…