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Bloomberg: Bad Service Is in England’s Cultural DNA
May 9, 2024A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),...
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
May 9, 2024Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer...
Head to Head with Gillian Chamberlain (Capita)
May 8, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Leading by example: the public sector’s role in elevating customer service
May 3, 2024Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important...
Head to Head with Joanna Swash (Moneypenny)
May 2, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Tech and customer service – the code to getting it right
April 26, 2024Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the...
Head to Head with Phillippa Cardno (Newbury Building Society)
April 25, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Navigating uncertainty requires clear and calm leadership
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
Financial Times Weekend Magazine feature: How did customer service get so bad?
April 18, 2024Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and...
The Sunday Times: First Direct: inside the firm that gets customer service right
April 10, 2024The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist...
Blog, tips, research and updates…
Bloomberg: Bad Service Is in England’s Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different…
Head to Head with Gillian Chamberlain (Capita)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Leading by example: the public sector’s role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a…
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