ROI of Customer Service: why customer service matters
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy.
‘Know and care about your customers’: why online communication is key to great service
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our members, we have launched a series of training modules designed…
Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)
With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively to be able to maintain excellent service levels and business performance. For organisations to address urgent challenges, retain customers and…
Customer Experience driving Business Performance [Podcast]
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
Webinar: Head to Head with Peter Cross (John Lewis)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Peter Cross, Customer Experience Director, John Lewis. Watch Peter and Jo discuss the change in consumer behaviour…
Retail sales plummet 8.2% in January, latest ONS figures reveal
"As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are to survive" - says our CEO, Jo Causon, to Retail Times.
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN's Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the changing needs of customers and the important of customer service.
Webinar: Head to Head with Heather Smith (LV= General Insurance Direct)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Heather Smith, Managing Director of LV= General Insurance Direct. Watch Heather and Jo discuss the trends in…
Webinar: Head to Head with Eric Leenders (UK Finance)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Eric Leenders, Managing Director of Personal Finance at UK Finance. Watch Eric and Jo discuss how the…
Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Steve Holliday, Chairman of Cityfibre, Chairman of Zenobe and President of the Energy Institute. Watch Steve and…