The Institute of Customer Service

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

Last week, we opened #ICSConf26 by focusing on this year's theme: achieving growth through meaningful connections. As the conversations unfolded one thing became clear: brands prioritising human connection alongside innovation are the ones best positioned to grow, adapt & lead.

@PetplanUK See all finalists: #winners" target="_blank" rel="nofollow noopener">instituteofcustomerservice.com/events/uk-cust…

🏆 Our #UKCSA26 recently brought together the best in the industry for an evening of recognition. Congratulations to @PetplanUK for winning this year’s ‘UKCSI - Most Improved’ award, which the team’s sustained focus, commitment & passion for delivering excellent CX.

Book your place: instituteofcustomerservice.com/e/fcsm-250326/

Strengthen your ability to lead high-performing service teams at our 'Foundations in Customer Service Management' certificate course. Designed for those building leadership capability, this programme covers service culture, team performance & service improvement. Sign up below👇

Last week’s #ICSConf26 brought together leaders from across sectors to explore a simple but powerful message: growth happens through connection. Thank you to everyone who joined us and contributed to such an insightful and energising day. What were your biggest takeaways? 👇

Register here: instituteofcustomerservice.com/e/h2h-liz-walk…

Register for our upcoming Head to Head to hear from Liz Walker, COO at Unum. As CEO, Liz drives the strategic development of Unum’s broker servicing, claims and rehabilitation propositions to deliver the highest levels of service excellence to every customer. Sign up below👇

Book your place: instituteofcustomerservice.com/e/hcci-310326/

Supporting teams to manage challenging customer interactions is essential for delivering great service. Our upcoming workshop helps service professionals build confidence and develop practical techniques for responding effectively. Secure your place below👇

Sign up here: instituteofcustomerservice.com/e/h2h-maureen-…

Tune in to hear from Maureen Beresford, Director at the Financial Reporting Council, as she shares insights from her work shaping the UK Corporate Governance Code and introducing the Wates Principles for large private companies. Register in the comments below👇

@firstdirect View all the winners: #winners" target="_blank" rel="nofollow noopener">instituteofcustomerservice.com/events/uk-cust…

🎉 A big congratulations to @firstdirect – this year’s ‘UKCSI Award – Best in the UK’! Recognising the highest scorer across all sectors in the Jan 2026 UKCSI, @firstdirect showcases how dedication to people & customers drives success. See all winners via the link below 👇

Read the full article here: instituteofcustomerservice.com/rapidly-changi…

We’re operating in a fast‑moving environment: with modest growth & rising costs it’s vital to focus on long‑term value. This year’s Conference showed that businesses will thrive when they blend technology with the human qualities customers value most: empathy, trust & connection.

Secure your place: instituteofcustomerservice.com/e/fcsm-250326/

Sign up for our upcoming Foundations in Customer Service Management certificate course. You will gain practical skills to lead and motivate high-performing teams, align strategy with day-to-day service delivery & drive continuous improvements. Secure your place below 👇

Read the full article here: instituteofcustomerservice.com/spring-stateme…

The Spring Statement provides welcome stability, giving orgs space to refocus on long-term priorities. 2 opportunities stand out: a likely lift in consumer confidence as cost-of-living measures take effect & a more predictable policy environment to support stronger operations 👇