Spotlight on Service Newsletters

This month, we’re sharing 10 simple ways to build rapport, celebrating our work with Veygo UK, exploring what great Customer Service looks like and sharing our latest Success Blueprints.

Discover what 46 years in Customer Service has taught Marie Cross about the link between Employee Experience, Customer Experience and creating exceptional service.

This month, we’re exploring why exceptional customer service is built on simple principles. From Walt Disney’s timeless advice to the importance of employee wellbeing, discover the insights helping organisations create happier teams, better customer conversations and lasting behavioural change.

In this month’s FIT newsletter, we’re exploring why people remain the driving force behind exceptional customer experience and discussing the small things that separate great service teams from the rest, alongside a behind-the-scenes glimpse into our latest photoshoot and brand refresh.

It’s hard to believe we’re heading into summer already.  The longer days are finally here and, like for many of you I’m sure, it’s been a busy few weeks here at FIT.  We wanted this month’s newsletter to follow our April edition, feeling more like a catch-up than a...

Belated Happy Easter – Spring’s on its way. We thought we’d do things a little differently this month. Rather than simply sharing another thought leadership piece or business update, we wanted this newsletter to feel more like a proper catch-up. A little more...

Everywhere you look right now, businesses are being told to move faster, automate more, reduce cost and do more with less. At the same time, customers are feeling more cautious, employees are feeling more stretched and trust is becoming harder to earn. Against that...

Welcome to February’s edition of our Spotlight on Service (SOS) Newsletter. This month, rather than simply sharing what’s happening in the world of CX, we’re focusing on something even more useful – the human impact. What do these stories feel like for customers in...

Happy New Year and welcome back to what promises to be another interesting year in customer experience. We’re a little later in the month this month because we slightly extended our own New Year celebrations this year with the arrival of our fourth grandson, Reuben...

As the year winds its way to a close and the festive season gathers pace, there’s something in the air that goes beyond twinkling lights and long-awaited downtime. December invites reflection on what worked, what wobbled and what needs to evolve before we step over...