Thought Leadership

Can customer service leaders learn from Leicester City’s triumph?

Institute evidence to the Culture, Media and Sport Committee inquiry – Cyber security: Protection of personal data

Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy

Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?

The Institute’s research reveals a number of areas that organisations should measure to gauge customer satisfaction levels

What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?

Employers are struggling to fill vacancies because they can’t find people with sufficient ‘customer handling skills’. But there is a solution

In a world where the war on talent is growing employers cannot find the right people with the right qualifications, skills and competences. What can be done?

Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets

Management expert Ken Blanchard reveals five service areas that have the power to shape great leaders

The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.

How to ensure your business stays on top of changing customer expectations and developing trends