Invest now in the skills we need for the future
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome…
Webinar: Insight, Action and Impact: using insight to improve the customer experience
Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is…
Webinar: Head to Head with Paul Philpott (Kia)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New…
There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to…
Understand the data and trends to prepare for a tough 2023
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided,…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service. Many…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies…
No room for short-termism in leadership
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures…
Should it be deal or no deal for Black Friday?
What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis…
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.
