Football blunder sees Zavvi score an own goal
Online retailer apologises after customers mistakenly told they had won a VIP trip to Champions League Final
Customer ethos, emotional connection, ethics – three differentiators that drive customer satisfaction
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a richer picture of how organisations are performing.
Poundland product sparks criticism
The Valentine's Day Gift of Nothing has been slammed by environmental campaigners
Starling to review data policy after complaint
A customer complained that his passport details were shared with him on a URL
Millions would suffer in a cashless society
A report has highlighted the risks of a society where bank notes and coins are no longer used
The data challenge
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
Gaining and maintaining trust is all about the right behaviours
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
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.
Consumer trust and big data
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?