5 opportunities for growth within the retail sector
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
BIS Committee digital economy inquiry
Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels
A qualified success
In a world where the war on talent is growing employers cannot find the right people with the right qualifications, skills and competences. What can be done?
5 priorities for customer service leaders
Management expert Ken Blanchard reveals five service areas that have the power to shape great leaders
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.
6 ways to deliver premium customer service in the face of change
How to ensure your business stays on top of changing customer expectations and developing trends
5 structures for successful customer service
We consider the top factors identified by business leaders as instrumental in enabling excellent customer service
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.