Institute of Customer Service Conference 2018: Game changing strategies in an unpredictable environment.

April 4, 2018



A wide range of political, economic, social, demographic and technological factors are accelerating changes in customers’ needs and expectations. At the Institute of Customer Service conference which we attended recently, industry experts highlighted the strategies that can help agile companies adapt, and even capitalise from the opportunities provided by a changing environment.

The key themes discussed:


  • It's no longer enough to get the basics right, you need to create trust. LISTEN to what customers tell you in order to drive relationships and not just transactions. PERSONALISE the service you provide, don’t treat people like a segment, do treat them as an individual.



  • Digital technology can disrupt LOYALTY. Social media provides access to a wealth of information if harnessed correctly - and has the power to significantly impact YOUR company’s reputation in an instant.


  • EMPLOYEES are important! There is clear evidence showing the link between employee and customer satisfaction, and how this impacts profitability and company success.


  • The pace of change is only going to INCREASE. Look to the future, and identify how you can provide customers the things they don’t even know they want yet.



Speak to Impact BaCS, the customer engagement experts and opinion leaders, to discover how we can help your company navigate the complex, evolving and uncertain landscape.

To find out more about our work please visit or or contact Dawn Mulvey, Head of Impact Utilities, on or Stuart Grant, Head of Impact Consumer on




Please reload

Search By Tags
Recent Posts
Please reload

Impact Head Office:
3 The Quintet, Churchfield Road,
Walton-On-Thames, KT12 2TZ

+44 (0)1932 226 793

  • Twitter - White Circle
  • LinkedIn - White Circle