As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government took office with an ambitious agenda for change. However, the…
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging year for businesses in a low-growth economy with high levels…
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake Up to Money earlier this week amongst other things, the early…
Join our interactive webinar to find out how our Academy can help enhance the service skills, confidence, and capabilities of your teams at all levels. We will give you an overview of our Academy offering, including our wide range of…
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in today’s uncertain and competitive business environment –…
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where our hero comes to appreciate the wonder of Christmas and…
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored the changing environment and the skills and behaviours required to…
After a sold out session during National Customer Service Week, we have brought out an additional session for Customer Service Skills now and for the Future. Digitisation and changing technology, customer needs and behaviours mean that people working in…
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below: