Tackling the growing sense of lawlessness and the risk to frontline workers
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour…
The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute’s CEO, discusses the importance of finding the right balance between AI and human interactions when dealing…
The ROI of the service agenda is clear ā and we need to keep getting the message across
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return…
With elections looming, how can we drive growth through an uncertain landscape and escape paralysis?
Parliament is well and truly back in session, and the health of the economy is a key area of concern…
M&Sās FTSE 100 return shows the power of customer service
This week,Ā I was asked by The Grocer to give some thought to the part that M&Sās renewed focus on the…
The Sunday Times: What went wrong with Britain’s customer service
Jo Causon, the Institute’s CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in…
The Grocer – M&Sās FTSE return shows the power of customer service
Jo Causon, the Institute’s CEO, discusses M&Sās recent return to the FTSE 100, the impact of customer service on…
How the travel industry can turn chaos into opportunity
This past week we saw an all-too familiar story in the UK headlines ā a weekend of disruption, confusion, and…
Corporate governance: time to refocus on balancing the needs of all stakeholders?
Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of…
Webinar: Head to Head with Pat McDonagh
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
More than a summer job: Service as a Profession
Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough…
Webinar: Head to Head with Andy Morris (Cirencester Friendly Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
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.
