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?
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
Institute of Customer Service response to the Consumer Council for Water's draft forward work programme.
Can you regulate for customer service?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
Cabinet Office Consultation on a new Public Service Ombudsman
Institute of Customer Service response to the Cabinet Office Consultation 'A Public Service Ombudsman'
Switch in a week legislation comes into play
On the 16th September the Payments Council launched a new -'7- day Switch'- account switching service (also called the Current Account Switch Service).
Putting an All-Party focus on Customer Service in the Utility sector
The All Party Parliamentary Group on Customer Service was founded in July 2014 with an aim to raise awareness and understanding of customer service amongst parliamentarians and establish a dialogue with UK organisations across all sectors.
Legislation and customer service
Legislation can help protect customers, but excellent customer service requires sustained focus from organisations
Meeting the cost of social care: the role of customer service standards in promoting quality and value for money
Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating growth and controlling the deficit, which is critical given the challenging times in which we live.