We cannot let abuse of customer-facing staff become endemic
It has been a busy week at The Institute, as we have launched the latest round of research as part…
Webinar: Head to Head with Narinder Uppal
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Social media as a review channel
Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect…
Webinar: Head to Head with Eva Eisenschimmel (Lowell)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
As we celebrate, let’s acknowledge our hard-working service professionals
As we edge closer to the Coronation – and whether you are a republican, a royalist, or somewhere in between…
Webinar: Head to Head with Lindsey Fussell (Ofcom)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
AI presents an opportunity, but must be deployed responsibly
AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in…
Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms,…
Let’s ‘lean in’ to a new financial year with confidence
Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders…
Webinar: Head to Head with Paul Willcox (Stellantis)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Our charity partner – The Trussell Trust
About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have…
An omni-channel approach gives customers the choice they want
At the start of the new financial year, and on the cusp of another technological revolution – this time driven…
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.
