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
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect – The Institute’s campaign to highlight and tackle the unacceptable abuse and hostility levelled at our customer-facing employees. The segment featured testimony from a rail sector worker, and… The post Watch: Jo Causon returns to BBC Breakfast to discuss Service with Respect Campaign appeared first on Institute of Customer Service.| Institute of Customer Service
Our CEO Jo Causon joined BBC Radio 4's Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers.| Institute of Customer Service
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently though, patterns have started to shift. A survey in July found that 9% of holidaymakers had changed their preferred holiday months, up from 8.5% last year. This… The post How the hospitality sector – and business in general – can capitalise on evolving consumer preferences appeared first on Institute of Customer Service.| Institute of Customer Service
A glance at some of the economic headlines this week might suggest a gloomy outlook – whether because of concerns over the gap in public finances being bigger than we thought, another drop in construction activity, or internal uncertainty from the Bank of England over the latest rate cut. But if we look a little… The post A strong service strategy is also key for business customers appeared first on Institute of Customer Service.| Institute of Customer Service
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Jesper With-Fogstrup, Group CEO at Moneypenny. Listen to Jo and Jesper discuss the fusion between technology and human connection, workplace culture and hear how Jesper’s leadership style has evolved… The post Head to Head with Jesper With-Fogstrup, Group CEO (Moneypenny) appeared first on Institute of Customer Service.| Institute of Customer Service
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse and hostility against customer service workers globally, and what we can all do as business leaders, Governments, and as members of society to tackle this growing issue. The post Forbes Opinion Piece: Tackling The Epidemic Of Violence And Abuse Against Service Workers appeared first on Institute of Customer Service.| Institute of Customer Service
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of Customer Service's Service with Respect campaign was discussed.| 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
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment to capital investment over the cutgrrent parliament signals a desire to stimulate long-term, sustainable growth.| Institute of Customer Service
The independent professional membership body for customer service, driving business performance through service excellence| Institute of Customer Service
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.| Institute of Customer Service
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in key areas of the economy| Institute of Customer Service
