Firms that overcharge loyal customers could face instant fines
Providers that exploit loyal customers are in the firing line in the face of new government proposals
State pension projection blunder affects 360,000 people
Error could mean people have planned retirement funds with inaccurate information
Customers steering clear of high street due to Brexit uncertainty
Footfall at UK stores falls to its lowest point since January 2013
Services sector remains below average for customer satisfaction
Latest UKCSI indicates more customers than ever have experienced problems with organisations in the sector
Customers overcharged by Ā£24 billion
Citizens Advice calls for consumer compensation following overcharge findings
HMRC cracks down on imitation fraud
Tax authority introduces controls to better protect tax-payers against spoofing crime
Broadband, phone and pay TV firms must tell customers about cheaper deals
A new watchdog ruling aims to tackle ‘loyalty penalty’
Consumers wary of depositing large sums with challenger banks
A survey indicates that 47% of digital-only customers keep less than Ā£1,000 in their accounts
Technology is driving exciting customer opportunities – but trust is still the key
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.
CityAM: GDPR is one year old, but has it helped business or eroded trust?
We released a report which revealed that 64 per cent of the country cannot name a single organisation that they…
Customer satisfaction with the telecommunications and media sector still low
Overall customer satisfaction has improved by 0.2 points year-on-year, but this is still 3.3 points below the UK all-sector average
New railway timetable launched following torrid year
Train companies have stepped up efforts to minimise disruption from rescheduling in light of the worst year on record for the railways
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
