A robust ESG approach can strengthen customer satisfaction
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some…
Appropriate use cases for AI in the customer experience
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with…
Customer-facing staff are bedrock of our economy
The issue of prestige for frontline service workers – FT 6 April Want to Understand Power in the 21st Century -…
Webinar: Head to Head with Alastair Brass (M&S)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
A new financial year – let’s use it to reset for the challenges ahead
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction…
Keeping communications meaningful in a changing customer landscape
There are more channels through which organisations can directly communicate with customers than ever before. This provides a wealth of…
Webinar: Head to Head with Neil Hargreaves (Knauf Insulation)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Webinar: Head to Head with Peter Markey (Boots)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
The need for speed: finding the right balance
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent…
Back to the 70s? We need to help people build resilience in uncertain times
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities…
Price increases & polarisation: supporting customers through challenging times
It may feel like we have said this time and again over the past few years, but the UK (and,…
This National Careers Week, let’s celebrate the service profession
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more…
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.
