Head to Head with Craig Brown, Chief Operating Officer (Legal & General Retail) ⋆
Listen to Jo and Craig discuss customer experience, service transformation and the balancing between technology and human interaction.| Institute of Customer Service
As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading period. For retailers and hospitality operators especially, but many other sectors too. While autumn has been mild, when we might expect footfall to rise, we’ve seen consumers cut back on spending, as higher interest rates… The post Capitalising on the busy months ahead appeared first on Institute of Customer Service.| Institute of Customer Service
Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar was presented by Rob, one The Institute’s Learning and Development Consultants, who explored the following themes: The latest research from The Institute’s UK Customer Satisfaction Index What is most important to customers when handling complaints… The post Recording of our Quick Wins for Complaint Handling – Webinar appeared first on Institute of ...| Institute of Customer Service
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head of Academy and provided an overview of the Academy’s training programmes, featured real-life case studies from member organisations that demonstrated their impact in practice. It… The post Recording of our NCSW: Introducing the Academy – Webinar appeared first on Institute of Customer Service.| Institute of Customer Service
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals, teams, and organisations that each bring genuine value to people, communities, and the economy through a commitment to service excellence. These celebrations feel especially meaningful this year, offering us not only a chance to recognise… The post National Customer Service Week – and beyond appeared first on Institute of Customer Service.| Institute of Customer Service
To wrap up a fantastic National Customer Service Week, we hosted an engaging session on strategies for creating standout awards entries. The session was led by David Dagger, Director of Communications & Corporate Affairs, and featured expert insights from Catalina Zaharia, Customer Experience and Quality Assurance Manager at Cabot Financial and Mike Faulkner, Chair of… The post Recording of our NCSW: Award Entries Top Tips – Webinar appeared first on Institute of Customer Service.| Institute of Customer Service
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service and business performance well established. In that sense, nothing has changed. However, given the shifting and uncertain landscape around us, I believe that effective engagement of staff has become more critical than ever. It’s an… The post Employee engagement is more important than ever in a changing environment appeared first on Institute of Cust...| Institute of Customer Service
On the Wednesday of National Customer Service Week 2025 we focused on the theme of Productivity, Growth and Innovation. As part of this we held thought-provoking fireside chat, ‘Fuelling growth through service’ between our CEO, Jo Causon and CEO of Unity Trust Bank, Colin Fyfe. Listen to Jo and Colin discuss the power of purpose-led… The post Recording of our NCSW: Fuelling growth through service – Jo Causon & Colin Fyfe, CEO, Unity Trust Bank appeared first on Institute of Customer S...| Institute of Customer Service
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides us. At a time when political polarisation dominates headlines, this reminder matters. Our strength has always stemmed from togetherness – building a society in which… The post Rebuilding national unity through our Service Nation appeared first on Institute of Customer Service.| Institute of Customer Service
Listen to Jo and Craig discuss customer experience, service transformation and the balancing between technology and human interaction.| Institute of Customer Service
Business Benchmarking helps you identify strengths and areas for improvement and compare your performance with other organisations| Institute of Customer Service
This new research into customers' priorities is designed to strengthen the relevance, insight and impact of the UK Customer Satisfaction Index (UKCSI).| Institute of Customer Service
We help you understand the evolving customer environment, highlight the characteristics of excellent service, measure and benchmark your customer satisfaction,| Institute of Customer Service
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
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
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
