Find out how other members are making the most out of membership with The Institute. Please contact us if you would be interested in having your success story featured here.
An enterprising approach to National Customer Service Week
BT Enterprise is a longstanding member of The Institute – since 1998. The business has been participating in NCSW for...
The role of The Institute in the transformation journey of Hampshire County Council
Watch the inspiring story of Hampshire County Council’s transformation journey and how the improvement in service performance brought positive impact...
How Qualifications Programme Management Service increased employee engagement at Hampshire County Council
“We’re at the highest customer satisfaction at 88% – and that’s above the aspiration that we set ourselves, which was...
How TrainingMark helped improve Pension Protection Fund’s customer experience and business performance
Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped...
Video: Bobst on creating a customer-centric culture
Alan Letford, Head of Customer Care, shares his experience of using Business Benchmarking to identify key areas for improvement and...
Video: How membership helps The Travel Network Group to improve their business performance
Watch Gary Lewis, CEO of The Travel Network Group, highlight the benefits of membership and using Business Benchmarking to improve...
Video: first direct’s secret on consistently being in the top 10 in the UK Customer Satisfaction Index
Discover how first direct has used customer service as a differentiating factor over the years to maintain its position in...
Coach Training Impact with the Chartered Insurance Institute
Elle Fara, Contact Centre Coordinator at the Chartered Insurance Institute (CII), shares her experiences as one of The Institute of...
Harnessing the Power of Customer Service
Kendal Morris, General Manager Customer & Social Delivery at SP Energy Networks, describes how their membership with The Institute of...
Video: Landmark on membership and The Academy
Head of Client Services at Landmark, Abby Gollicker talks passionately about their approach to customer service and the part The...