More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
UK tourism has a massive opportunity if it can get service right
This year is one of the most important yet for the UK tourism industry. But is it getting its customer service right?
Organisations need to hold their nerve and stick to a service agenda
We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the economy is more difficult, many businesses focus either on lowering prices to keep customers spending, or on cutting costs. Or both.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Let’s not sleepwalk into a business leadership crisis
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
Linking corporate governance to customer service is more important than ever
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
Why artificial intelligence & robotics should be embraced and not feared
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
Can you regulate for customer service?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
APPG for Education Inquiry: Do schools prepare young people for their future careers?
The Institute of Customer Service's evidence to the APPG for Education Inquiry: Do schools prepare young people for their future careers?