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Press Coverage - Travel Weekly Featured Image

Travel industry must focus on customer service

  “As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival”, says Institute’s…

ROI of Customer Service: why customer service matters

ROI of Customer Service: why customer service matters

Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the…

Who Do You Trust - Featured Image

Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)

With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively…

Press Coverage - Retail Times Featured Image

Retail sales plummet 8.2% in January, latest ONS figures reveal

“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…

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