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…
Webinar: Head to Head with Tanya Sephton (South East Water Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Record UK customer satisfaction levels mask challenges that will increasingly come to the fore
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is…
Now is the time for the regulation of service to evolve
Whether we notice it or not, regulation touches many parts of our daily lives. It is an important aspect of…
Harnessing customers’ interest in local solutions may be the future of service delivery
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country…
Webinar: Head to Head with Jacqueline Starr (Rail Delivery Group)
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 Joanna Jensen (Childs Farm)
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 Jo Dow (Business Stream)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
Webinar: Head to Head with Dr Nilufar Ahmed (Bristol University)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
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.
