Learning to live with Covid
By Jo Causon, CEO, The Institute of Customer Service One of the things we are learning from the last 15 months is that it was easier to enter the Covid lockdown than it is to come out of it. This…
Webinar: Head to Head Matt Vickers (Ombudsman Services)
Each week we interview a business leader to discuss the challenges their organisation is facing. Our guest this week was Matt Vickers, Chief Executive and Chief Ombudsman at Ombudsman Services. Watch Matt and David, our Marketing and Communications Director, discuss…
What is good customer service?
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…
Webinar: Head to Head with David Cowans (Places for People)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was David Cowans, Group Chief Executive, Places for People. Watch David and Jo discuss the lessons learnt over…
Consumers want businesses to help them be more environmentally-friendly
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years."Â Read the full article in Talking Retail:
Covid-19 and the changing psychology of the customer experience
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we…
Webinar: Head to Head with Elliot Shaw (Highways England)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Elliot Shaw, Director of Strategy and Planning at Highways England. Listen to Elliot and Jo discuss how…
Message from our CEO: What’s in store for the coming months
Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate the new post-pandemic world ? Quick links: Virtual training sessions Annual General Meeting (AGM) Research Hub Annual Conference UK Customer…
Rail shake-up offers lessons to put all organisations on the right track
By Jo Causon, CEO, The Institute of Customer Service The announcement of the government’s plan for a new state-owned body, Great British Railways (GBR), that will manage many aspects of rail travel was the result of a long-running review, but…
Webinar: Head to Head with Ant Middle (Ageas)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Ant Middle, CEO of Ageas. Watch Ant and Jo discuss how Ageas stays focused and their vision…