It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving the customer service agenda and think about how we can…
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…
Our recent Breakthrough Research, "A Connected World?" explores the theme of digitisation and how it applies to customer service. Many customers are embracing technology and welcome many of the advancements it is bringing. However, when it comes to more complex and…
Home computers have now been with us for more than half a century, and their daily use has become a routine part of our lives for most of us. One of those lives is Jayne Sibley’s mum, an enthusiastic online…
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result of our Service with Respect Campaign. https://icsmail.wistia.com/medias/rfgbi8rg41
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute of…