Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights on the key customer experience trends in 2024 and beyond and help you prepare for the challenges and opportunities that…
In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers and engage their teams, drive customer satisfaction and business success. We explored these themes in more detail and undertook activity…
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling on the policing minister to ensure assaults on public service workers are recorded in official crime statistics.
New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average of nine days Less than half (44%) of staff who…
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers consider leaving their role after abuse, as more than 55…
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an open letter calling on the policing minister to ensure assaults…
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that one in three public-facing workers are thinking of leaving their…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Ian Cameron, Director of Customer Service and Innovation at UK Power Networks. Listen to…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop,…
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.