The Institute of Customer Service

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 👇

We’re excited to share that Lysa Hardy, UK CEO of Caffè Nero UK will be speaking at our #ICSConf27! Lisa is known for combining strategic clarity with a deeply human leadership style - creating environments where people, customers, and businesses can thrive. Book your tickets 👇

In our next Head to Head, Myrtle Lloyd, Director General for Customer Services @HMRCgovuk will be joining us to explore leadership & service transformation. She will share her perspectives on leading complex organisations, improving service delivery and driving better outcomes 👇

In an increasingly uncertain world, building organisational resilience has never been more crucial. For service leaders, this means empowering colleagues to act decisively, preparing for disruption and ensuring technology is deployed responsibly. Read full article below 👇

Entries are now closed for the #UKCSA27 - interest has been exceptionally high this year & we look forward to announcing our shortlisted individuals & organisations shortly. Tickets and tables are expected to sell out quickly, so secure your place now with Early Bird pricing 👇

Our latest #research highlights surprise/high impact scenarios which would have repercussions for the #CX environment. Across these scenarios, we highlight key themes relating to potential impact on customers, and key contingencies for organisations. Download the full report 👇