Poundland product sparks criticism
The Valentine's Day Gift of Nothing has been slammed by environmental campaigners
Starling to review data policy after complaint
A customer complained that his passport details were shared with him on a URL
Millions would suffer in a cashless society
A report has highlighted the risks of a society where bank notes and coins are no longer used
The data challenge
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
Gaining and maintaining trust is all about the right behaviours
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
Consumer trust and big data
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?
A qualified success
In a world where the war on talent is growing employers cannot find the right people with the right qualifications, skills and competences. What can be done?
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.