A Dickensian twist
As we approach the end of 2024, itās time to reflect on what has been another eventful year for many organisations. And given this is my last note to you before Christmas; in keeping with tradition, Iād like to take a slightly different approach. To give things a Dickensian twist, it feels as though the Ghost of Service Past continues…
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, itās a good time to stand back, reflect…
Recording of Customer Experience Trends 2025 Webinar
Our CEO, Jo Causon, and Francesca Rea, Director of Customer Operations at NewDay, share their perspectives on the customer experience…
Trading through tough times ā the customer experience is key
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just…
BBC Radio 5 Wake up to Money: Jo Causon discusses the importance of good service to economic growth
Jo Causon returned to BBC Five Liveās Wake up To Money where she discussed the challenging landscape in customer…
Ahead of the Curve
Built around the creative concept of āAhead of the Curveā, our new look and feel reflects our commitment to putting…
Leading through uncertainty ā how business leaders can navigate tough times
Revised figures published by the Office for National Statistics this week revealed thatĀ the UKās productivity crisisĀ is worse than expected. This…
Building business confidence through service
Warnings this week that some organisations intend toĀ cut plans for growth, especially around headcount and hiring, are both concerning and…
Head to Head with Vanessa Pillay, Director of Customer Service (BT Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Institute of Customer Service Parliamentary Reception – November 2024
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of…
The critical end-of-year period ā maximising the Golden Quarter
The so-called Golden Quarter and its flagship moments ā Black Friday and Christmas ā present a significant opportunity for businesses…
Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
I am often invited to speak at conferences and events around the UK ā but last week, I spoke at…
Head to Head with Elaine Kerr, CEO (DPD UK)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
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.
