Letās ālean inā to a new financial year with confidence
Returning to work this week after a much-needed holiday, I was pleased to seeĀ reports from Deloitte and EYĀ 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. Joās 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 ā this time driven…
Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge…
Me, myself and AI
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital…
Giving careers in service the respect they deserve
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our…
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses Ā£11.4bn a month in lost productivity, with employees…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result…
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative…
An alternative way to consider ESG
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements…
Coming together to define our Service Nation
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you…
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.
