Our latest Breakthrough Research assesses how digitalisation, hybrid working, inclusivity, diversity, well-being, and cost of living pressures are reshaping employee engagement.| Institute of Customer Service
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no clear consensus among businesses, consumers, and regulators on its ground rules – at least certainly not in the UK. While AI offers transformative potential, the ability to address complex issues, quickly understand trends and huge… The post How to get the best out of AI? Focus on people appeared first on Institute of Customer Service.| Institute of Customer Service
Navigating the current market pressures requires fostering a working environment that supports performance, well-being and job satisfaction.| Institute of Customer Service
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality service. The Institute’s Director of Communications and Corporate Affairs, David Dagger, appeared on BBC 5… The post Listen: discussion on state of customer service on BBC Radio 5 Live appeared first on Institute of Customer Service.| Institute of Customer Service
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive engagement haven’t changed in the last 20 years, the environment we are all working in certainly has. Employees today increasingly value opportunities to develop their skills and careers; they want to be heard and have… The post If people really are your most important asset, keeping them engaged is essential appeared first on Institute of Customer Service.| Institute of Customer Service
This week, the Chancellor’s announcement of the Autumn Budget on 26 November has reignited conversations about the UK’s ability to deliver on its growth ambitions. It’s clear that the UK is facing a significant productivity challenge that is impacting these ambitions, and recent figures suggest this is being felt disproportionately by younger people in the job… The post Unlocking potential to futureproof our workforce appeared first on Institute of Customer Service.| Institute of Customer Service
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our CEO Jo Causon discussed The Institute’s Service with Respect campaign to shine a light on the abuse of customer-facing workers. Jo highlights the latest research conducted by the Institute to show the breadth and scale… The post BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers appeared first on Institute of Customer Service.| Institute of Customer Service
CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies.| Institute of Customer Service
The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream of thoughts and headlines. Those responsible for customer service in our organisations will be aware that it has traditionally been viewed as an important, but… The post Beyond the chatbot: The hidden potential of AI appeared first on Institute of Customer Service.| Institute of Customer Service
At The Institute, we launched our Service with Respect campaign back in 2020 to shine a light on the issue of abuse against customer service staff. The campaign has been extremely successful, gaining support across stakeholder groups and raising awareness and action. Now the campaign is entering a critical new phase. That’s because as part… The post Service with Respect: making abuse a standalone offence against all public-facing staff appeared first on Institute of Customer Service.| Institute of Customer Service
This week’s latest inflation figures from the Office for National Statistics have issued a timely reminder of the difficult road ahead for our UK organisations and the economy overall. Inflation rose to 3.8% in July, up from 3.6% the month before and marking the highest level since January of last year. A stark contrast to last July,… The post Back to business and keeping momentum in the service agenda appeared first on Institute of Customer Service.| Institute of Customer Service
Investment in service is under pressure and demonstrating ROI is vital. However, measuring ROI can be complex and challenging.| Institute of Customer Service
Globally, there is a challenging geopolitical landscape while the UK economy is giving off mixed signals about future prospects and growth.| Institute of Customer Service
With around 60% of the UK’s workforce working in customer-facing roles, mounting abuse is impacting staff across every sector.| Institute of Customer Service
It is deeply concerning to see abuse towards service workers continue to rise – affecting the 60% of the workforce.| Institute of Customer Service
The reforms announced this week are intended to unlock growth for businesses across sectors, in particular those in financial services.| Institute of Customer Service
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objec| Institute of Customer Service
Investing in customer service can be a catalyst for building consumer confidence, increasing loyalty and spend, and driving long-term growth.| Institute of Customer Service