Collaborative projects are a vital part of AIM's work, often giving us the opportunity to directly interact with the practice audience for whom our research has the greatest impact, and to work alongside the organisations that recognise their needs the most accurately.

Our collaborative report and subsequent launch event was a classic example of this. One cannot exagerate the importance of customer services for British competitiveness and 'Agility in Services' throws light on the question of how companies can maintain their adaptability in ever-changing market conditions.

With practical suggestions stemming from the research findings, 'Agility in Services' itself is highly recommended reading for customer services practitioners, and you can download the whole report from the AIM website here.

We were also fortunate at the launch event to have presentations from our own Professor Chris Voss who co-authored the report with his colleague at London Business School Chao Wang, and from Robert Crawford and Jo Causon at the Institute of Customer Services.

You can view all of the presentations and photographs from this excellent event on the AIM website here.