Thought Leadership

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

We consider the top factors identified by business leaders as instrumental in enabling excellent customer service

National Customer Service Week is your chance to highlight why customer service is important to you

Are you being recognised for great customer service? You should be.

Institute of Customer Service response to the Cabinet Office Consultation ‘A Public Service Ombudsman’