Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
From the latest UKCSI in January, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure…
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology, and how thoughtful, long-term investment and an integrated approach are key for utilities organisations when looking to implement AI solutions.
From the latest UKCSI in January, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure…
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…