The Institute of Customer Service
@instituteofcs
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The UK's independent professional customer service body. Improving business performance through customer experience. Publish the UKCSI. #ServicewithRespect
Head Office - London
Joined January 2009
Today the law changes to further protect public-facing workers, inc those in customer service roles. Thanks @Matt_VickersMP for your support of the aims of our #servicewithrespect campaign
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@avivaplc @Accenture @greateranglia @AskNationwide @KantarGlobal @TPExpressTrains @TLRailUK @Concentrix See all finalists & book your place:
instituteofcustomerservice.com
Our UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies.
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🎉 Congratulations to all finalists for our Customer Feedback Strategy Award! 🌟 @avivaplc & @Accenture 🌟 @greateranglia 🌟 @AskNationwide & @KantarGlobal 🌟 Spring part of Paragon Bank 🌟 @TPExpressTrains 🌟 @TLRailUK & @Concentrix See all finalists & book your place 👇
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📣 Time is running out to grab Early Bird 3 pricing for our #ICSConf26 - ending this Fri 19 Dec! This isn’t just a conference - it’s an opportunity to connect with senior leaders, share experiences & gather practical insights that can make a real difference in your organisation👇
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Read the full article here: https://t.co/WvNTHyXEXK Download trends report here:
lp.instituteofcustomerservice.com
The Institute’s Customer Service Trends 2026 report gives our predictions around the key themes that will shape the customer service environment in the new year and how organisations will need to...
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2025 has been defined by uncertainty. Our Trends report highlights 3 focuses for the year ahead: using AI to drive value, embedding cybersecurity into the service agenda & building climate resilience. Those connecting these themes will be best placed to lead in 2026 & beyond 👇
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@firstdirect Find out more and book your place:
instituteofcustomerservice.com
This coming January, we will hold our UK Customer Satisfaction (UKCSI) launch at a in-person member exclusive event.
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Be in the room when we unveil the January 2026 UK Customer Satisfaction Index at @firstdirect's head offices in Leeds - with exclusive insights into the latest results and a live expert panel exploring what these mean for your organisation. Limited spaces remaining - book now 👇
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According to our Trends report, cyber attacks will increase and there will be increased scrutiny of organisations’ cybersecurity. As a result, businesses will increasingly need to help customers manage cybersecurity issues & give credible reassurance to concerned customers.
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Enhance your #CX expertise by joining us at our upcoming Academy workshops: 📅 19 Jan - Introduction to Vulnerable Customers: deliver exceptional service to vulnerable customers. 📅 23 Jan - Service Wellbeing & Resilience: manage stress, build resilience and sustain performance.
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Register for our upcoming Head to Head to hear from Ian Cain, CEO of Retail and Customer Markets @PennonGroup. As CEO, Ian has worked with regulators, government, customers, and shareholders to deliver trusted services, meet obligations & create long-term value. Sign up 👇
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@mountanvil @PensionCorp @Se_Railway @jet2tweets @CosmosUK @DirectLine @nationalgrid @OctopusEnergy @Hull_Trains View all finalists and book your place:
instituteofcustomerservice.com
Our UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies.
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Congratulations to all finalists for our 'Best Customer Experience' category at the #UKSCA26! ⭐ @mountanvil ⭐ @PensionCorp ⭐ The Pet Vet ⭐ @Se_Railway ⭐ @jet2tweets ⭐ @CosmosUK ⭐ @DirectLine ⭐ @nationalgrid ⭐ @OctopusEnergy ⭐ @Hull_Trains Book tickets below 👇
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Member webinar: https://t.co/lp6lMwt9Kg Non-member webinar:
instituteofcustomerservice.com
For our January 2026 UKCSI, we are hosting a special version of our launch webinar, for non-members.
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The Jan 2026 launch of our UKCSI is just around the corner. Join us to discover the latest trends shaping the service landscape, along with new insights about customer confidence, purchasing decisions & priorities when choosing an organisation. Book your place in the comments👇
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⏳ Less than a week left to secure Early Bird tickets for our #ICSConf26. If you are looking to sharpen your service strategy, hear from leading voices across industries & connect with a network of senior leaders shaping the future of CX, this is an event you won't want to miss👇
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