The Institute of Customer Service

What could customer experience look like by 2035? Our latest Breakthrough Research explores different scenarios and how organisations can spot emerging signals, challenge assumptions & adapt. Read the research to prepare for the future of customer experience 👇 #cx #research

The #UKCSA27 is your opportunity to celebrate the teams & individuals making a difference to customers. Join us to gain inspiration from service excellence across industries and build valuable connections. Demand is high and tickets are expected to sell out quickly - book below👇

Preparing for the future requires building the organisational capabilities to adapt to changing customer needs & respond with confidence. Our latest research identifies 9 organisational enablers - the skills, knowledge & behaviours needed to navigate uncertainty. Access report 👇

Have you read our latest issue of Customer Focus Magazine? This special edition explores the thinking behind Portis and putting service at the heart of executive leadership. @AgeasUK’s CEO Ant Middle shares perspectives on customer journeys, empathy & changing expectations 👇

Service accounts for 80% of UK GDP but gets too little boardroom attention. That’s why we've launched Portis, our new Service Innovation Hub & its Mini-MBA in Strategic Service Leadership, which will help senior leaders turn service into a strategic advantage. Read full article👇

Join the organisations setting the standard for service excellence for an unforgettable evening of celebration, inspiration and networking at the #UKCSA27. Early Bird pricing available for a limited time only - with interest already high, don’t risk missing out! Book below 👇

Our Coaching for Service Performance certificate course explores practical techniques to build confidence, support team development and drive performance improvement in customer service environments. 📅 11 Nov, 9:00–17:00 Secure your place today👇 #cx #coaching #training

Our latest research explores how customer expectations will evolve over the next decade. Understanding these shifts and preparing for what comes next will be critical to building stronger relationships and delivering service that stands the test of time. Access full report 👇

As organisations navigate an increasingly uncertain world, strong leadership has never been more important. Join us to explore the challenges & opportunities ahead and consider what the future holds for service leadership at our #ICSConf27. Book your Early Bird 3 tickets below👇

Evolving expectations, emerging trends & new business challenges will continue to shape the future of #cx. Join us for our upcoming webinar where we'll explore the key trends expected to influence CX, culture, employee engagement & business performance in the year ahead 👇