There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to the end of 2022, worker discontent is everywhere we look,…
Connecting Customers with Digital (31 January 2023)
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…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is no doubt that this Christmas, and for the…
No room for short-termism in leadership
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures. Of course, maintaining daily service levels and meeting financial targets…
Introduction to Customer Journey Mapping (27 Jan 2023)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
UKCSI Launch: member-exclusive webinar (24 Jan 2023)
Join us for the member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we will share the highlights and analysis of the current state of customer satisfaction…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges…
Let’s end our love affair with the short-term and focus on future building
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting…
Maintaining focus on the long-term is the only way out of the ‘permacrisis’
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim…
Introduction to Customer Journey Mapping (7 December 2022)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…