We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.
Online retailer apologises after customers mistakenly told they had won a VIP trip to Champions League Final
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.
The Valentine's Day Gift of Nothing has been slammed by environmental campaigners
A customer complained that his passport details were shared with him on a URL
A report has highlighted the risks of a society where bank notes and coins are no longer used
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?
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?
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?
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.