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
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?
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.
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.