AI will reshape business and shift the focus of service to more empowered consumers
Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their employees and the relationships they have with their partners throughout the supply chain. Running a business has undoubtedly become more complex, with a need to balance expectations from investors, customers, employees, regulators, and society. Being seen to do the right…
Op Ed: Utilities beware – AI is not the complete answer
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology,…
How infrastructure upgrades can drive better customer satisfaction
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this…
Preparing for the expected, managing the unexpected
No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In…
Safety Management Magazine interview with Jo Causon: The customer is not always (al)right
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute…
Regulating for sustainable growth
Since its first months in office, the Government has signalled its desire to deliver economic growth. Making this a reality,…
Green shoots showing in customer satisfaction – now organisations must turn it into a sustained recovery
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least…
UKCSI Open Webinar January 2025
We recently hosted a special version of our January 2025 UKCSI launch webinar, accessible to both members and non-members. Our…
Taking an integrated approach to technology in service
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an…
This is Money: Poor service costing firms ÂŁ7.3bn every month, report reveals
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to…
Raising customer satisfaction is key to boosting growth
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index…
Making 2025 a year of growth through optimism and service
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and…
Moving forward amidst uncertainty: a look ahead at key trends for 2025
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
