The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute’s CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she…
Seeing the whole of customersā needs ā not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need…
How a holistic approach to customer experience can breathe life back into the high street
As we move through the final few months of the year ā known in retail-focused sectors as the Golden Quarter…
BBC Radio 5 Wake up to Money: Jo Causon as business guest
Jo Causon was the business guest on BBC Radio 5’s Wake up to Money, commenting on the latest business…
BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4’s You and Yours, where she discussed the recent decline in customer service…
The Telegraph: āI called up Barclays for help, but the WFH agent was too busy with her dogā
The Institute of Customer Service’s UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers…
Why it’s time to snap out of crisis mode
Itās that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we…
Response to Ofwat consultation: Service for all ā Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwatās consultation on its draft vulnerability guidance for water companies.Ā Ā
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housingās consultation on consumer standards.Ā
Webinar: Head to Head with Ailsa King (Marsh McLennan)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Engagement from the top down: Learnings from National Customer Service Week
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website…
Recording of Customer Service Skills now and for the Future – follow up session
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a…
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.
