Webinar: Head to Head with Baroness Bennett (Green Party Peer)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Webinar: Head to Head with Liz Jackson (BCMS)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The service agenda can help create more cohesion in a polarised world
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than…
Service with Respect – Cost of Living Fuelling Customer Abuse
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in…
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,…
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.
