Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
Built around the creative concept of “Ahead of the Curve”, our new look and feel reflects our commitment to putting you at the cutting edge of customer service excellence. New and modern, our brand refresh emphasises staying one step ahead…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…
I am often invited to speak at conferences and events around the UK – but last week, I spoke at a conference with a difference. It was a large event for the travel industry and took place in Turkey. I…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their service experience with organisations, without burdening businesses in excessive red tape that inadvertently stifles innovation. Indeed, this was…
To conclude a successful National Customer Service Week, we held an insightful session on top tips for crafting winning awards entries Hosted by David Dagger, Director of Communications & Corporate Affairs. David was joined by Carl Bromley – Head of…
As part of our National Customer Service Week celebrations, CEO Jo Causon appeared on BBC Radio 4's You and Yours to discuss some new research showing the cost of poor service in the retail sector. Jo discusses our own UK…
The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She also highlights The Institute's key asks of Government, business, and…