By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions, businesses and customers alike will hopefully have more reasons for optimism come 19 July. What is clear as we emerge…
By Jo Causon, CEO, The Institute of Customer Service June has seen many people and organisations across the world celebrate Pride month - with activities ranging from the launch of new, Pride-themed products to raise money for LGBTQI+ charities to…
By Jo Causon, CEO, The Institute of Customer Service As some of the world’s most powerful leaders meet for last weekend’s G7 summit in Cornwall, all eyes are on how the UK and its closest partners look to repair the…
By Jo Causon, CEO, The Institute of Customer Service As I have said time and again throughout the past year, I truly believe that the millions of hard-working employees within our organisations will be the bedrock of our nation’s economic…
By Jo Causon, CEO, The Institute of Customer Service It has been nearly a year since we at the Institute launched our Service with Respect campaign; calling for the Government and businesses to do more to protect our customer-facing staff…
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…
Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful customer engagement and what organisations need to do to get customer engagement right in 2021 and beyond.
By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is an essential ingredient for success. When customers trust businesses, they are likely to interact with them more frequently, spend more,…
By Jo Causon, CEO, The Institute of Customer Service Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…