Trust is key to maintaining customer spending through the cost of living crisis
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Defining leadership
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them, staff look to leaders to provide clarity and direction, while…
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales:
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, "A Connected…
Response to Establishing a pro-innovation approach to regulating AI: AI Regulation Policy Paper
Institute of Customer Service response to the DCMS AI Regulation Policy Paper, ‘Establishing a pro-innovation approach to regulating AI’.
Reflecting on the service and leadership example set by Queen Elizabeth II
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace. I have…
Response to Ofwat’s consultation on the methodology for PR24
Institute of Customer Service response to Ofwat’s consultation on the methodology for PR24.
Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with Respect…
Webinar: Head to Head with Aileen Evans (Grand Union Housing Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Aileen Evans , CEO of the Grand Union Housing Group. Listen to Jo and Aileen discuss insights on…