Service is key to reputation in a risk-laden business environment
We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same time, the economy continues to be challenged, the cost of living is still high, and many consumers remain financially squeezed. In this context, customers naturally look for brands they can rely on that offer genuine value for money, high levels…
Squaring the circle: supporting growth & protecting consumers with outcomes-focused regulation
This week, we have again seen the Government push for a reduction in what they have termed excessive regulation. The…
Head to Head with Gareth Franks, Director (Nationwide)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Customer service ā a business asset to weather uncertainty
Those of you who attended our Annual Conference will have heard me talk about the four pillars of the Service…
Focusing on service enables us to lead with purpose
It was a pleasure to welcome so many of you to the Instituteās 15th Annual Conference this week. Coming together…
BBC Radio 5 Wake up to Money: Jo Causon discusses of investing in service during uncertain times
Jo Causon returns to BBC Five Liveās Wake up To Money where she chats about how, in increasingly uncertain…
A Service Nation ā leading on the global stage
Regular readers of these weekly missives will know that I often reflect on the challenging times we are now…
Head to Head with Heidi Fraser-Krauss, CEO (Jisc)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Customer experience design lies at the heart of good service
Itās something we often talk about, but its importance canāt be overstated: organisations simply have to design the user…
AI will reshape business and shift the focus of service to more empowered consumers
Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their…
Op Ed: Utilities beware – AI is not the complete answer
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology,…
How infrastructure upgrades can drive better customer satisfaction
The Heathrow debate has reared its head once again, owing to the Governmentās backing for a third runway and this…
Preparing for the expected, managing the unexpected
No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
